Member Complaint Resolution 2017-09-01T18:45:15+00:00

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.

Phone: 703.914.8700, 540.644.9515 or 800.328.1500

To reach our VP of Member Engagement, dial extension 1215.

To reach our VP of Human Resources, dial extension 1313.

To reach our President/CEO, dial extension 1301.

Written complaints may be sent to:

Consumer Complaint Department
C/O InFirst Federal Credit Union
6462 Little River Turnpike
Alexandria, VA 22312

Loan decision complaints may be sent to:

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.