If you feel dissatisfied about the service or treatment you receive, please provide us your comments or complaint.
Star One Credit Union is dedicated to improving each member's life by delivering valuable financial services. We are accountable for our processes and strive to provide excellent service to you.
While every effort is taken to maintain accuracy, sometimes errors are made. If you feel dissatisfied about the service or treatment you receive, please provide us your comments or complaint. We aim to learn from our mistakes.
The first step is to raise your complaint with the employee, department or branch responsible for the service that is at issue. If the matter is not resolved by them, Credit Union management will be happy to work with you to try and resolve the problem.
If you are not satisfied with how your complaint has been handled or have a concern about following the first step, you may escalate your complaint. Details of how to do this are found below.
For your convenience, a Member Feedback Form is available for your use, but is not necessary. Upon receipt of your comment or complaint, we will initiate an investigation. Forward your comment or complaint to the appropriate department.
You can also make your complaint in person, over the phone, via email, through the US mail or other similar method.
To deal with your complaint appropriately, we need to know:
We hope that whenever possible your concerns will be resolved at the first point of contact. If however, a formal complaint is made, you will normally receive a telephone call or an e-mail from us as an acknowledgment of our receipt of your complaint.
The complaint will be investigated by the appropriate staff and you should receive a timely response. If your complaint is particularly complex, we will advise you of this and provide an estimated timeframe in which you will receive a response.
Please complete, print, sign, date and mail to:
Star One Credit Union
P.O. Box 3643
Sunnyvale CA 94088-3643
You may also fax this form to 408-543-5203 Attn: Support Services.
(Please include your area code)
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Remember that Star One employees will never call you to verify or ask for your personal information.
Providing your personal information, such as card PINs, online banking credentials or one-time passcodes, to anyone may make you responsible for any fraudulent activity that happens on your Star One accounts.