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Problem Resolution 

We want to be known for the exceptional service we provide to you. To support our service commitment and maintain your confidence and trust in us, Rockglen-Killdeer Credit Union ( RKCU) has committed to a Market Code that identifies market practice standards and how we subscribe to these standards.

Resolving a Problem 

We always want to hear from our members, especially if there is something we could be doing better. If you have a concern, issue or complaint of any kind, we encourage you to contact us following the process below:

     Step 1: Gather your Facts

      In Advance, gather and assemble all the pertinent information such as:

• Your Debit Card Number
• Your preferred method of reply: mail, email or phone ( if phone, when is the best time to call)
• Date(s) of occurence
• Supporting statements or documents, if any
• The names of any specific staff involved
• Clarify the situation and sequence of events; then determine what it is you would like us to do.

    Step 2: Contact Us

• Contact us at the branch in person or by phone at (306)476-2244 or 1(888) 476-7528 so we can try and resolve your concern right away
• If you're unsatisfied with the response you've been given, ask to speak with the manager or senior officer

      Step 3: RKCU Compliance Officer

• If your concern has not been resolved through the above steps with a senior officer, please contact the RKCU Compliance Officer, who is also the manger of RKCU
• The RKCU Compliance Officer will provide an impartial avenue of review for unresolved concerns and may make recommendations to improve operational processes or products and services
• The RKCU Compliance Officer can only review your concerns after you have recieved a response from an RKCU employee
• The RKCU Complaince Officer handles escalated customer problems for all RKCU business lines
• All complaints to the RKCU Compliance Officer should be in writing. Please explain in your correspondence why the problem has not been adequately resolved to your satisfaction

            1. Download and complete the Formal Complaint Form

            2. Send it to:

                 RKCU Compliance Officer
                 Rockglen- Killdeer Credit Union
                 PO Box 218
                 Rockglen, SK S0H 3R0

     Step 4: Escalating your complaint

     If your complaint has not been resolved after following the above steps, you may forward your complaint to the following organization:

                Ombudsman for Banking Services and Investments
                 20 Queen Street West, Suite 2400
                 P.O. Box 8
                 Toronto, ON M5H 3R3
             

                  Phone: 1(888)451-4519
                  Fax:     1(888)422-2865
                  Website: www.obsi.ca 

Note: OBSI does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation, or transactions for which records no longer exist (usually after six or seven years).