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Addressing your concerns

Servus Credit Union will make every effort to resolve member concerns 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 concerns you may have. Your input helps us to continually improve our member services.

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

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

Servus employees are authorized to address many questions or concerns on the spot. You can also complete our online feedback form or call our Member Contact Centre at 187SERVUSCU/1.877.378.8728.

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 the regional manager or department manager

You can ask to have your concern reviewed by the regional manager or department manager if you are not satisfied at the branch level. Ask the branch supervisor or branch manager how to contact the appropriate regional manager or department manager.

Step 4 – Contact the Director, Stakeholder Solutions

The Director, Stakeholder Solutions will direct your concern to the senior department manager or the Executive Leadership Team as appropriate for review and resolution.

Director, Stakeholder Solutions
Email: MemberRelations@servus.ca
Mail: 151 Karl Clarke Road NWEdmonton, AB T6N 1H5

Step 5 – 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 concerns. For information about submitting a concern 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

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