Access Credit Union - Resolving Member Concerns

Your Voice Matters: Resolving Your Concerns

At Access Credit Union, your satisfaction is our priority.

We are committed to providing exceptional A+ service, but we recognize that sometimes things don't go as planned. If you have a concern or a complaint, we want to hear about it.

Your feedback gives us the opportunity to improve our procedures, products and services for all members.

Step 1: Start at the Source

The quickest way to resolve a concern is to speak directly with the employee you are dealing with or the staff member at your local branch. They are best positioned to find an immediate solution.

Step 2: Branch Management

If the initial employee cannot resolve the issue to your satisfaction, please ask to speak with the Branch Member Service Supervisor (MSS) or the Managing Partner. They will review the situation and work with you toward a resolution.

Step 3: Service Excellence & Senior Leadership

If you feel your concern requires further attention after speaking with branch management, you may request a formal review by our senior leadership team. The escalation follows this path:

Director of Service Excellence

VP of Retail Banking

Chief Retail Officer (or Executive Member)

President & Chief Executive Officer (CEO)

Step 4: The Board of Directors

In the rare event that a resolution is not reached after a review by the CEO, members may escalate their concern in writing to the Board of Directors. The Board will ensure that the credit union’s policies were followed correctly and fairly.

Step 5: External Resources

What if you are still not satisfied? We strive to resolve all matters internally. However, if you have exhausted the steps above and remain unsatisfied with the final response from the Board of Directors or the Credit Union level, you have the right to contact the Ombudsman.

The Ombudsman provides an impartial and independent review of your complaint.

Contact the Ombudsman for Banking Services and Investments (OBSI)

For more information on the Ombudsman, and the escalation process please click here