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Credit Union Ombudservice

Credit Union Action

Action	Credit Union Follow-up
Step 1: Determine if complaint is fully or partially justified: (to be completed by authorized personnel as per chart above)	If complaint is fully or partially justified, go to Step 2 If complaint is not justified, go to Step 3
Step 2: If complaint is justified:	Assess damages caused to complainant Propose resolution of damages to complainant If customer-owner is satisfied, go to Step 4 If customer-owner is not satisfied, go to Step 5
Step 3: If complaint is not justified:	Communicate to the complainant the reason(s) the credit union has concluded that the complaint is not justified If customer-owner is satisfied, go to Step 4 If customer-owner is not satisfied, go to Step 5
Step 4: Complainant accepts resolution proposal or explanation as to why the complaint is denied:	Complete any remedial actions agreed to Determine if future problems can be avoided through process or systems improvement File in complaints file
Step 5: Complainant does not accept resolution proposal or explanation as to why the complaint is denied:	Determine if further explanation or negotiation can result in favorable outcome If no further progress is possible the complainant will be advised of the next level of appeal and the associated requirements of that level

Each level of the complaint as noted above, within the credit union, must be resolved within 30 days or moved to the next level.

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