Servus Credit Union will make every effort to resolve member complaints in a timely, efficient manner. We are committed to providing superior service and products to you, our member-owners.

We want to maintain your satisfaction and confidence in Servus by addressing any questions or complaints you may have. Your input helps us to continually improve our member services. We commit to responding to your complaint within 48 hours of receipt to acknowledge your complaint, and wherever possible strive for immediate resolution.

If further investigation is required (this is sometimes the case), we will keep you in the know as to who is reviewing the concerns and anticipated resolution times.

To ensure we have the best opportunity to help you, we encourage you to follow the complaint process highlighted below.

Ahead of connecting, try and put together any relevant paperwork or information. When we connect, we will ask you to share the details. Items to consider include:

• Your name and address
• Your preferred method of communication (for fastest resolve, we recommend sharing your phone number and email)
• Details around your experience – date, circumstances, and people
• What action you would like us to take.

Servus has developed a four step process to deal with any complaints you may have. We ask you to follow these steps if you have any issues you want to bring to our attention.

Please refer to our Member complaint resolution process here.

Step 1 – Talk about your complaints with the Servus Credit Union employee you are dealing with

Servus employees are authorized to address many questions or complaints on the spot. Please call our Member Contact Centre at 1.877.378.8728 or email contact_us@servus.ca.

Step 2 – Contact the branch supervisor or branch manager where you are conducting your business

If your problem cannot be resolved at the first step, ask to speak to the branch supervisor or branch manager. They have the authority to address most personal banking issues.

Step 3 – Contact Member Relations

We will direct your concern to a manager or senior leader within our Member Complaint Resolution Department for review and resolution.

Member Relations
Email: MemberRelations@servus.ca
Mail: 151 Karl Clarke Road NW
            Edmonton, AB T6N 1H5

Step 4 – Contact the Ombudsman for Banking Services and Investments

The Ombudsman for Banking Services and Investments (OBSI) provides you with an independent and impartial avenue to resolve complaints. For information about submitting a complaint to the OBSI contact:

Website: www.obsi.ca
Email: ombudsman@obsi.ca
Phone: 1.888.451.4519
Mail: Ombudsman for Banking Services and Investments
P.O. Box 896 Station Adelaide
Toronto ON M5C 2K3