Resolving Member Concerns

Addressing Your Concerns

Your satisfaction is our top priority & we appreciate the opportunity to serve you
Bow Valley Credit Union will make every effort to resolve member concerns in a timely and efficient manner, and we always aim to resolve your concern upon first contact. We are committed to providing excellent services and products to you, our member-owners. We want to maintain your satisfaction and confidence by addressing any questions or concerns you may have. Your input helps us to continually improve our level of service.
Bow Valley Credit Union has developed a 5-step process to deal with any concerns you may have. We ask you to follow these steps if you have any concerns or feedback you want to bring to our attention.

When you contact us, be sure to gather your facts. This may include relevant paperwork, the date when the concern arose, the name of any representatives involved, and the circumstances of the concern.

Step 1: Get in touch
Talk about your concerns with the Bow Valley Credit Union representative that you are dealing with. Our branch representatives are authorized to address any questions or concerns on the spot. If you were not dealing with a specific representative, you can also complete our online feedback form or phone your branch at 1.800.207.0068.

Step 2: Contact the branch supervisor or branch manager
If your concern cannot be resolved in the first step, ask to speak to the branch supervisor or branch manager. They have the authority to address most banking issues.

Step 3: Contact a senior officer
You can ask to have your concern reviewed by a senior officer if you are not satisfied at the branch level. Ask the branch supervisor or branch manager how to contact the appropriate senior officer.
  • For privacy concerns, please visit our privacy page for information on contacting the privacy officer.
  • For general banking, investment concerns, and loan services concerns, you may contact us at systemssupport@bowvalleycu.com and your concern will be directed to the appropriate department.
The senior officer will direct your concern to the Executive Leadership Team as appropriate for review and resolution. The team will respond to your concern generally within 10 business days.

Step 4: Contact the Board of Directors
Members of Bow Valley Credit Union are owners of the credit union and are represented by the Board of Directors elected from the membership. Unresolved concerns may be directed to:
Chair of the Board of Directors
Bow Valley Credit Union 
252-5th Avenue West
Cochrane, AB  T4C 2G4

Please include your name, preferred method of contact, the nature of your concern, any details relevant to your concern, and the representative(s) with whom you have discussed your concern.

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, contact:
  • Website: www.obsi.ca
  • Email: ombudsman@obsi.ca 
  • Phone: 1.888.451.4519
  • Mail: Ombudsman for Banking Services and Investments
    20 Queen Street West, Suite 2400, P.O. Box 8
    Toronto, ON M5H 3R3

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