Each of our customers is vital to FirstUnion and we believe you have the right to fair, prompt, and courteous service at all times.
FirstUnion has designed a complaints policy to ensure that your complaint is handled quickly, efficiently, and positively by the appropriate person. As our customer, you are in a strong position to assess our performance, and we rely on you to let us know when something goes wrong. Your complaint will be taken carefully and confidentially.
The processes for filing a complaint are outlined on this page. Please keep in mind, however, that we must function within a legal framework. Any judgements we make must comply with applicable laws; yet, we may not always be able to accommodate your needs.
What is the best way to file a complaint?
If you are dissatisfied with the service you have received, please contact the individual who is carrying out the transaction in question. Most complaints may be handled promptly and informally.
If you prefer to file a formal complaint, you must do so in writing via e-mail, and address it to FirstUnion’s Client Services Manager. The Client Services Manager will be eager to correct the situation (if possible) and learn from any mistakes made. Please be as specific as possible in your complaints. Every letter you receive from us includes the sender’s contact information as well as a reference number.
Please make sure you always give us the following information to assist us investigate and handle the problem as quickly as possible, whether you want to discuss it informally or submit a formal complaint:
Full name and address
Your transaction reference number (if your complaint relates to a particular transaction)
Your daytime phone number (if possible)
Full details of your concern or complaint, including any previous dealings with us about it
Copies of any relevant documents such as letters
Details of what would you like us to do
We will endeavour to put things right as best as we can.