FEEDBACK - Do you have a Problem, Compliment, Suggestion, Complaint or Question?
Holiday Coast Credit Union aims to provide our members with the highest standard of service and support at all times. A part of our responsibility in ensuring we maintain this high standard is to ensure that we are able to handle any member complaint or dispute as efficiently and sympathetically as possible.
How to lodge a complaint?
Should your experience with Holiday Coast Credit Union not live up to your expectations and you wish to lodge a complaint or voice a concern, we encourage you to notify us through the most convenient channel available to you.
Complaints can be raised by any of the following:
- Tell Simon, customer feedback channel that provides you with an easy-to-remember place to go on the Internet to tell us about your experiences doing business with us and answer any questions you may have
- Visiting your nearest branch
- Call us on 1300 365 7 24.
- Contact us via Email
- Send a letter to the Complaints Manager, Private Mail Bag 9, Wauchope, NSW, 2446
Within what time frame should your complaint be resolved?
The Credit Union will attempt to resolve all complaints within 2-3 business days of our receipt of your complaint. If your complaint is unable to be resolved within this time, the Credit Union will let you know but it should be no longer than 21 days from the date you initially raised the issue with us. If we need more time, we will let you know. We must solve the dispute within 45 days.
Escalating your Concerns
Should you be dissatisfied with the resolution provided at any level please ask the staff member to escalate your concern to the next level. Should you be dissatisfied with the resolution you can request the Financial Ombudsman Service to look at the matter.