Member Feedback

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.

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.

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.