Member Complaint Resolution

It is the policy of InFirst Federal Credit Union to investigate and resolve all member concerns in a timely manner. In the event that a member of InFirst FCU has a complaint involving a service, a product or a loan decision, we would like our members to know that the credit union offers multiple avenues to resolve problems before contacting the NCUA. In order to better serve our members and address their needs, a detailed feedback process has been established.

What to do

You may contact any of the offices for resolution.

  1. Call the Vice President of Member Engagement at 540.644.9515, 703.914.8700 or 800.328.1500, extension 1215, or write to the address below:
    Consumer Complaint Department
    C/O InFirst Federal Credit Union
    6462 Little River Turnpike
    Alexandria, VA 22312
  2. Contact the Vice President of Human Resources at extension 1313.
  3. Contact the President/CEO at extension 1301.
  4. Send a letter to the Chair of the Supervisory Committee at the following address:
    Supervisory Committee Chair
    C/O InFirst Federal Credit Union
    6462 Little River Turnpike
    Alexandria, VA 22312

If the matter is not resolved to your satisfaction, you may contact the National Credit Union Administration, Office of Consumer Protection:

Online:   www.mycreditunion.gov

Email:     consumerassistancencua.gov

Fax:       703.518.6682

Mail:   National Credit Union Administration
Office of Consumer Protection
1775 Duke St.
Alexandria, VA 22314

After the NCUA receives the written complaint, they will acknowledge its receipt, log it into their records and send a cover letter with the member’s complaint to the credit union’s supervisory committee with instructions to conduct an investigation and prepare a response for the NCUA. According to the NCUA, the process will generally take about 60 days depending on the type of complaint and on the credit union’s response.