Star One Credit Union
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Member Feedback Form 

To our Members:

Star One Credit Union is dedicated to helping members improve their lives by delivering valuable financial services.  We are accountable for our processes and strive to provide excellent service to you. While every effort is taken to maintain accuracy, sometimes errors are made.  If you feel dissatisfied about the service or treatment you receive, please provide us your comments or complaint.  We aim to learn from our mistakes.

How to complain

The first step is to raise your complaint with the employee, department or branch responsible for the service that is at issue. If the matter is not resolved by them, Credit Union management will be happy to work with you to try and resolve the problem.

If you are not satisfied with how your complaint has been handled or have a concern about following the first step, you may escalate your complaint. Details of how to do this are found below.

For your convenience, a Member Feedback Form is available for your use, but is not necessary. Upon receipt of your comment or complaint, we will initiate an investigation. Forward your comment or complaint to the appropriate department.

You can also make your complaint in person, over the phone, via email, through the US mail or other similar method.

What to tell us when you make a complaint

To deal with your complaint appropriately, we need to know:

  • Your name, address, member number and contact information.  Please provide a daytime phone number (including area code) where you can be reached,
  • The complaint details, and if applicable,
  • The names of the staff involved.

  What you can expect

We hope that whenever possible your concerns will be resolved at the first point of contact. If however, a formal complaint is made, you will normally receive a telephone call or an e-mail from us as an acknowledgment of our receipt of your complaint. The complaint will be investigated by the appropriate staff and you should receive a timely response.  If your complaint is particularly complex, we will advise you of this and provide an estimated timeframe in which you will receive a response.

Member Feedback Form

Please complete this form, print (use the "Print This Page" button on the upper-right side of the page), sign, and mail to Star One Credit Union, PO Box 3643, Sunnyvale, CA 94088-3643 or fax to 408-543-5203 Attn: Support Services.

Complaint Date  
Member Name Membership Number
Address E-mail Address
City State Zip
Daytime Telephone Number (please include your area code)
Best Time of Day to Contact You  Morning Afternoon Evening
Department or Service
Summary of Complaint - 400 characters maximum

 

__________________________________________ __________________________________ 
Signature Date

 

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