At Sunrise Credit Union, delivering an exceptional member experience is our top priority.
We recognize that sometimes things don’t go as planned, and your feedback—whether it’s a compliment or a concern—is essential in helping us improve. If you have a concern, we encourage you to follow our Member Complaint Escalation Process so we can address it promptly and fairly. Details on the various ways to contact us are provided below.
Member Complaint Escalation Process
Step 1.
Speak with a Staff Member
Start by discussing your concern with a team member at your local branch. Many issues can be resolved quickly at this level.
Step 2.
Escalate to Branch Management
If your concern is not resolved, ask to speak with a Branch Manager or Supervisor for further review.
Step 3.
Contact Senior Leadership
If you feel your concern requires additional attention, you may escalate it to our Senior Leadership Team for a more in-depth review. The escalation follows this path:
- Regional Manager
- Chief Member Experience & Brand Officer
- President & Chief Executive Officer (CEO)
Step 4.
Contact the Board
If a resolution is not reached after review by the CEO, you may submit a written complaint to our Board of Directors for independent consideration.
Step 5.
External Review
If you remain dissatisfied after completing our internal process, you have the right to contact Ombudsman, an external resource.
The Ombudsman for Banking Services and Investments (OBSI) provides an impartial and independent review of your complaint.
Contact Us Today!
.svg)