COMPLAINT HANDLING

The Police Credit Union examines all complaints and settles them fairly using a process that is accessible to everyone. The Credit Union has procedures for fairly handling dissatisfied members, account holders, or consumers. We recognize that many complaints can be effectively resolved at point of contact.

For those complaints that cannot be resolved at that stage, the Credit Union has established a procedure for escalation and/or designate a senior employee responsible for handling these matters. That procedure and/or the designated employees contact information is available on the Credit Union website, at the branch, and upon request.

We will also establish a process for handling complaints that cannot be resolved through internal avenues.

To identify trends, and the types of complaints lodged, the Credit Union will maintain records of complaints received, and the actions taken to address them. The Credit Union will review trends identified in the records on a regular basis to facilitate process improvements and improve member satisfaction.