Member Concern Resolution Process

Your satisfaction matters. We make every effort to resolve member concerns in a fast, efficient manner. We’re committed to you. Your feedback helps us to continually improve and grow.

We’ve 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 employee you are dealing with.

Connect First Credit Union employees are authorized to address many questions or concerns on the spot. You can also complete our online feedback form or call us at 403.520.8000


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.

Gather your facts:

  • Relevant paperwork
  • Date when the problem arose
  • Names of staff members involved
  • Circumstances of the incident

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, Brand and Stakeholder Engagement

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

Director, Brand and Stakeholder Engagement
Mail:   200, 510 16 Avenue NE, Calgary, AB T2E 1K4


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