Complaints Procedure

We welcome your complaints and suggestions as an opportunity for us to put things right and to improve our products and services.

Let’s talk

We’d like to be the first to know if you are unhappy with something to do with our products or services, or if you simply believe that we can do something better.

By telling us, you give us a chance to put things right.

Who do you complain to?

The first place you should take any complaint is to a member of our staff. All of our staff are trained to assist you through the problem solving process. Pop into your local branch or give us a call.

We will always try to resolve your problem immediately, however if our staff member is unable to assist, they will refer you to a Manager. The Manager will try to resolve the matter for you within 5 working days.

If you would prefer to write to us you can send your concern to the address below (don’t forget to include your contact details so that we can respond), or you can email us at marketing@firstcu.co.nz.

Mailing Address:
Risk and Compliance Officer
First Credit Union,
P.O. Box 585,
Waikato Mail Centre,
Hamilton 3240

How long will it take?

The time it takes to resolve a problem depends on what the problem is. We hope to be able to sort out any complaints immediately so that everyone is satisfied.

We understand that not all complaints can be resolved immediately, and if this is the case we will make sure that you are kept up to date with its progress and will have a response as soon as possible and within a maximum of 12 working days.

How will we notify you of the outcome?

We will ring or write to you notifying you of the outcome. We will always aim to reach a fair solution for our members and we will let you know:

  • Reasons for any delay
  • The issues raised and any proposed remedy
  • What further action you can take

What further options do you have?

If you continue to be unhappy you can ask to have the complaint referred to the General Manager who can look into how your complaint was handled.

Our Dispute Resolution provider is Financial Products and Services Complaints Limited (FSCL). FSCL is an independent External Dispute Resolution scheme that has been set up to deal with disputes arising out of financial products and services. FSCL is free of charge for our members.

If you are not satisfied with the final outcome of your complaint you may take your complaint to FSCL. If the complaint is within FSCL’s jurisdiction they will work with you and First Credit Union to come to a solution.

FSCL Contact Details:

Email info@fscl@org.nz
Telephone        0800 347 257
Postal Address    PO Box 5967   
Lambton Quay
Wellington 6145