Complaints Policy

It is the Credit Union’s policy to handle Member complaints seriously and provide a structure for dealing with any complaints received in a manner that leads to a resolution to the mutual satisfaction of both parties. For our detailed Member Complaints and Disputes Policy, click here.

How to Make a Complaint

If you feel you have an issue that has not been resolved when raised with Branch Staff or the Branch Manager, please contact our Operations Manager by calling (09) 579 1026 or personal visit. If you do not wish to do either, please submit your complaint using the contact form here, setting out the full details as you know them, by email to info@cua.co.nz or by post to The CEO, PO Box 12564, Penrose, Auckland 1642.

Financial Services Complaints Ltd

CUA is a member of the Financial Services Complaints Ltd (FSCL). If you wish to make a complaint through the FSCL, please follow the below instructions:

You can make a complaint about your financial service provider (provider) by:

• calling 0800 347 257, or if you are calling from overseas 04 472 3725
• emailing complaints@fscl.org.nz
• clicking here to complete the complaints form online
• downloading and completing our printable complaints form
• writing to FSCL, PO Box 5967, Wellington 6140
• contacting your provider directly.

Everyone who provides a financial service to the public must belong to a financial dispute resolution service.