We value your thoughts
Want to say "Good-onya" to us? We welcome your feedback on our services, as we like to pass on member compliments to our FCCU team. Please send your comments to us on the service received..
We pride ourselves on the service we deliver and the products we provide. As a credit union member, we value your say in our 'different kind of banking'. Please let us know how we can improve your experience, by contacting us
Our purpose is to make your financial dreams a reality in both the products that we offer and the service we provide to our members. If you feel that we have not delivered our best to you, we would like to know. Please give us the opportunity to make it right for you. First Choice Credit Union offers members an internal dispute resolution procedure that is readily accessible and free of charge.
We are committed to responding to complaints and disputes in a way that is:
We will only be able to deal effectively with your complaint if you continue to communicate with us, and respond to our reasonable requests for information, while we are considering the complaint.
Features of our complaints-handling process include:
We will do our best to ensure that our investigation is completed, and a decision on your complaint is communicated to you, within 21 days of our being advised of the complaint. We will inform you if we need more time.
If we are not able to resolve your complaint to your satisfaction within 45 days you may take the complaint to our External Dispute Resolution scheme, even if we are still considering it (assuming the complaint is within the scheme's terms of reference). We will inform you that you have this right within 5 business days after the end of the 45-day period.
Our External Dispute Resolution provider is the Financial Ombudsman Service
Phone 1800 367 287, website www.fos.org.au