Member Feedback Area

We endeavour to provide an excellent, professional service at all times. If you have any suggestions about how we can improve our service to you, please use the form below to send us details.

We also welcome any other comments or feedback you may have. When you have completed the form, simply click on the Send button and your message will be sent directly to the credit union office.

Member Complaints Form

It is the aspiration of your credit union that any complaint against the credit union will be resolved in a fair and equitable manner. Should you wish to log a complaint, please download our Member Complaints Procedure Form.

FCCU Member Complaints Procedure Form Download

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.