Compliments & Complaints



As a member-focused financial institution, we’re proud of our ability to provide excellent service, but we’re always striving to do better. We love to hear when we’ve done something right, but we also appreciate feedback when we haven’t lived up to our members’ expectations.


Compliments

We love to celebrate our staff’s hard work and effort. Please let us know when we’ve gone beyond the call of duty to make your banking experience an exceptional one.

Phone:        204-958-6313
Email:         talktous@caseracu.ca
Mail:           Casera Compliments
                      1300 Plessis Road
                      Winnipeg, MB, R2C 2Y6

Complaints

We take member complaints seriously at Casera and view them as opportunities to Identify and remedy operational problems. When we solve one member’s issue, we will have enhanced service levels for everyone.

If you have a complaint, please follow the process outlined below. We promise to acknowledge the matter promptly and seek immediate resolution. Some issues are more complex and require further investigation, in which case, you will hear from us within five working days.

Be assured that all complaints are handled confidentially in compliance with privacy regulations.

    Step 1  To help you formulate your concerns and assist us in clarifying the issue, gather
                all the details. These might be dates of occurrence, supporting documents, and
                any action you’d like us to take to address your concern.

    Step 2  Contact your neighbourhood branch in person, by phone, or by email. Most
                concerns can be resolved quickly by communicating with a staff member or the
                branch manager.

    Step 3  If branch management is unable to resolve the issue to your satisfaction, Casera’s
                Chief Executive Officer, Brent Thomas, will determine a final course of action. He is
                accessible by phone at 204-958-6313 or email at bthomas@caseracu.ca.

Thank you for bringing your concerns to our attention. We are committed to providing a prompt and satisfactory resolution.
 

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