1.1 Compliment Procedure

Let us know about the exceptional service you received:

Please be sure to provide the name(s) of the staff involved so we can give them the proper recognition. Thank you!

1.2 Complaints or Concerns Procedure

We take concerns or complaints very seriously at Grand Forks Credit Union. By solving your concern or complaint, we will have ultimately improved our service to all members.

With this in mind, we commit to responding to you promptly with the following information:

• Acknowledgement of your complaint or concern
• An immediate resolution to the problem if at all possible
• If further investigation is required on our part, we will advise you of what person or department is handing it and when you can expect to hear from us. Some issues are more complex, and may take longer to resolve and we will keep you informed.

If you have an issue, problem, or complaint we encourage you to contact us following the process outlined below.

Step 1

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

• Your account number
• Your preferred method of reply: mail, email, phone (including best times)
• Date(s) of occurrence
• Supporting statements or documents (if any)
• The name(s) of staff involved

Step 2

Contact our Member Service Department (by phone or in person) or email feedback@gfcu.com.

Our employees are empowered to handle virtually any problem that you may have encountered, however, if the employee is unable to fully rectify your concern, please don’t hesitate to ask to speak to the department Supervisor or Manager of Operations.

Member Service Department
Local: 250.442.5511
Toll Free: 1.866.442.5511

Craig Ekstrand, VP, Operations
Email: cekstrand@gfcu.com
Direct: 250.442.4018

Step 3

If the supervisor or senior manager was unable to satisfy your concern, you may wish to escalate your situation to the Chief Executive Officer.

• Becky Clements
  Email: bclements@gfcu.com
  Direct: 250-442-4009

Step 4

If you have completed the above three steps and Grand Forks Credit Union has not resolved the complaint to your satisfaction, you may wish to contact the Chair of the GFCU Board:

Michael Strukoff
Email: mstrukoff@gfcu.com

You have a voice at the Grand Forks Credit Union and your feedback is important to us. We appreciate the time you take to let us know how we are doing.

Step 5

If you have made contact with the individuals listed above, through the steps as presented, and have not received a response suitable to your need, you can submit your complaint to the Ombudsman for Banking Services and Investments (OBSI). Our credit union is a member of this group, which is tasked with ensuring member feedback is heard, and when appropriate, acted upon.

You can submit to OBSI by following THIS LINK >

You have a voice at the Grand Forks Credit Union and your feedback is important to us. We appreciate the time you take to let us know how we are doing.