We care what you think and value your feedback!

ATB Financial takes your concerns very seriously and we feel it is our duty to resolve each matter promptly and fairly.

Your satisfaction is our top priority.

If this is a matter regarding privacy, please contact us at our Service Excellence line at 1-866-858-4175. All other inquiries can be completed via the electronic form located on the Contact Us page.

Service Excellence...Our Commitment to You

ATB Financial takes pride in the service excellence we provide to Albertans.

Our commitment to customer service is as strong today as it was when our first branch opened in 1938. We appreciate your business and value the relationship we have built with you over the years. Therefore, your feedback is very important to us.

At ATB, we believe customer input is vital to our ongoing success. Whether you wish to convey a compliment, an inquiry, or a complaint, we want to hear from you. Of particular importance, we value the opportunity to address your concerns, make them right, and retain your confidence. In addition, your feedback allows ATB Financial to gain insight on where we need to make improvements.

Complaint Resolution Process

1. Level 1
   The branch manager is pleased to hear your feedback and has the authority to resolve customer issues quickly and effectively.
   
   
2. Level 2
   If your concerns are not resolved at the branch level, please contact ATB's Service Excellence line at 1-866-858-4175.
   
   A dedicated agent will be pleased to listen to your comments. If the agent cannot rectify the situation, they will forward your concerns to the Service Excellence department. Service Excellence will investigate your concern and work in collaboration with the branch and regional office to resolve customer issues.
   
   
3. Level 3
   Depending on the complexity of the complaint, a formal investigation may be required, which will be conducted by the Manager of Service Excellence. The Manager Service Excellence offers independent assurance ATB will deliver on its commitment to excellent customer service.
   
   The Manager of Service Excellence is appointed by the President and CEO and will provide a formal investigation of all unresolved customer concerns on his or her behalf. You can also submit your concern directly in writing to:
   

   Manager, Service Excellence
   9888 Jasper Avenue
   Edmonton AB T5J 1P1
   Fax (780) 422-4178
   
   
4. Level 4
   If you feel the decisions of the Manager of Service Excellence are unfair, you can contact the Alberta Ombudsman.
   

   Alberta Ombudsman
   10303 Jasper Ave NW #2800
   Edmonton AB T5J 5C3
   Phone (780) 427-2756 Fax (780) 427-2759
   In Calgary
   Phone (403) 297-6185 Fax (403) 297-5121
   

1. ATB Financial's Customer Contact Centre at 1-800-332-8383
2. Online
3. Customer Feedback brochure available at the branch

Copyright ©2006 ATB Financial, All Rights Reserved.