Complaints

At Flamesavers Credit Union we value our member’s interests, ensure our members are treated fairly and prioritise providing members with great value products and services.

We constantly strive to improve our services, however if you don’t find our literature easy to understand or our technical definitions are too complicated, let us know.

If you feel we have let you down by offering a below par service, you have the right to complain.

We aim to acknowledge your complaint within five days of receipt in writing and resolve your complaint within a maximum period of six weeks.

Your first step in terms of making a complaint should be to contact the person you have been dealing with in the credit union.

If writing with a complaint, then please:
  1. Include your full name, address and membership number at the top of the letter.
  2. Insert the date at the top of the letter. This will help you keep a record of when you made your complaint and the length of time before you receive a response.
  3. Write a brief summary of your complaint at the beginning of the letter.
  4. List the facts clearly and in a logical order.
  5. Do not go into too much detail and avoid repetition.
  6. Send photocopies of relevant documents but ensure you keep the originals.
  7. Take a copy of every letter you write before sending.

If you are dissatisfied with your final response, you can take your complaint to the Financial Ombudsman Service, details of which can be found under above the heading "Financial Ombudsman Sevices” in the "Your peace of mind” section.