National Fire Savers Credit Union has its members interests at the heart of our strategy. Our priority is to provide members with great value products and services. We are committed to ensuring our members are treated fairly and rely on our members recommending our services to their colleagues.

We endeavour to produce clear and easily understood literature and to ensure that it does not contain any hidden conditions and complex technical definitions. In line with our objectives, we will listen to our members, understand what is important to them and aim to improve our services accordingly.

Have we let you down?
We aim to offer our members consistent, high quality and value for money services. However, if you feel we have let you down by offering a below par service, you have the right to complain.
We aim to deal with your complaint as thoroughly and as quickly as possible. If your complaint cannot be resolved immediately, we will tell you when you can expect a response and keep you advised of the progress.

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

Your first step
In the first instance you should contact the Credit Union Office Manager. If this isn’t possible, or you are unsatisfied with the response so far, then contact our ‘Complaints Officer’ (a Director nominated by us for resolving complaints) in writing.

If writing with a complaint, then please:

• Include your full name, address membership number and date at the top of the letter;
• Write a brief summary of your complaint at the beginning of the letter;
• List the facts clearly and in a logical order;
• Do not go into too much detail and avoid repetition;
• Send photocopies of relevant documents but ensure you keep the originals;
• Take a copy of every letter you write before sending.

Both the Credit Union Office Manager and the Complaints Officer have the special responsibility of dealing with members' complaints. They will undertake an independent review on your behalf and provide you with a written response.

All complaints are dealt with through our internal complaints procedure. If you are dissatisfied with your final response, you can take your complaint to the Financial Ombudsman Service; details of which will be provided to you at the time.