Member Feedback Area
We endeavour to provide an excellent, professional service to members at all times. If you have any suggestions regarding ways in which we can improve our service or any feedback you would like to share, we would be delighted to hear from you.
Please complete the form below and click the ‘send’ button. The details will be sent directly to us.
Member Complaints Form
Feedback from our members is important to us as it allows us to respond to your needs and improve the products and services we offer. On occasion, things can go wrong and you may as a result encounter difficulty with some aspect of our service or products. If and when this happens, we would like you to tell us about your experience.
Should you wish to log a complaint, please download the Member Complaints Procedure Form below, complete and return to the attention of Anne King, Complaints Officer. Alternatively, you can call us on 094 9022969 or write to us directly, marking the letter for the attention of Anne King, Complaints Officer. First Choice Credit Union aims to resolve and respond to all complaints as quickly as possible. Full details of the Complaints Procedure are outlined in the Member Complaints Procedure Form.
Rule 108 Standard Rules 2016
All disputes shall be decided upon in accordance with Rule 108 of the Standard Rules 2016 in the following manner:
(a) For the purposes of this rule the complaining party or parties described under paragraph (1) shall be referred to as the complainant. The credit union shall ensure that this procedure and the names of officers designated under paragraph (3)(b) are notified to all members and are displayed in a prominent position in the public office of the credit union.
(b) The board of directors shall appoint:
(i) a complaints officer whose duty it shall be to receive complaints forms under paragraph (3)(d) and to investigate, discuss and wherever possible resolve such complaints;
(ii) a complaints sub-committee, whose membership shall not include the officer appointed under paragraph (3)(b)(i) above, whose duty it shall be to investigate, discuss and wherever possible resolve complaints.
(c) The complainant shall discuss the complaint with the complaints officer appointed by the credit union under paragraph (3)(b)(i).
(d) In the event that the complaint is not resolved to the satisfaction of the complainant under paragraph (3)(c), the complainant shall complete a complaints form which shall be readily available in the public office of the credit union and pre-addressed to the complaints sub-committee.
Following receipt of the complaints form, the complaints sub-committee shall investigate, discuss and wherever possible resolve the complaint. The complainant shall have the right to be heard by the sub-committee.
(e) In the event that the complaint is not resolved to the satisfaction of the complainant under paragraph (3)(d), the complainant shall request the secretary of the credit union to forward the complaint to the board of directors. The board of directors shall investigate, discuss and wherever possible resolve the complaint. The complainant shall have the right to be heard by the board of directors.