Guiding Principle Transparency and Problem Resolution

Principle

Response

Visibility & Accessibility

Our Problem Resolution Policy is available on the website and internally. The policy is readily accessible to board of directors, committees, employees, and members.

Responsiveness


Receipt of the suggestion, comment, or concern is acknowledged and will be handled in an efficient and effective manner. Suggestions, comments, and concerns will be treated courteously and the consumer will be kept informed of the progress throughout the process. 

Objectivity

Each suggestion, comment, or concern is addressed in an equitable, objective and unbiased manner through the process.

Member Focused

We actively solicit feedback from our members on a regular basis and acknowledge the consumer’s right to give feedback. We are committed to efficient and fair resolution.

Continual Improvement

Our suggestion, comment, and concern handling process will be reviewed periodically to aim to enhance its efficient delivery of effective outcomes. The process allows us to analyze and address trends or areas of risk and program weaknesses.

Handling a suggestion, comment, or concern.

a. How a suggestion, comment, or concern may be made:
The suggestion may be made by email, verbally, fax, or written. Where possible, suggestions, comments, or concern should be made in writing so that the details are clear and complete. You may choose to provide your information to one of the following entities:

Chief Experience Officer
P.O. Box 548
Cheyenne, WY  82003

Via Email
        MyExperience@mymeridiantrust.com

Supervisory Committee
P.O. Box 1723
Cheyenne, WY  82003

For Reporting of Suspicious or Illegal Activity committed by credit union employees, members, or officials:
Contact NCUA:  800-827-9650
More details are provided on the NCUA.gov website.

b.What information is required? 
When making a suggestion, comment, or concern, please provide the following information: 
• Your name and contact details 
• Your relationship with Meridian Trust
• The nature of the suggestion, comment, or concern (including when the conduct giving rise to the concern occurred) 
• Details of the employee involved (if applicable)
• Copies of any documentation supporting the suggestion, comment, or concern. 

c. Assistance
• If you need assistance in formulating or lodging a suggestion, comment, or concern, please contact the Chief Experience Officer (contact details as provided above).