It is the policy of Air Academy Federal Credit Union (AAFCU) to investigate and resolve all consumer complaints in a timely manner in the event a consumer or member of AAFCU has a complaint involving a product, a service, a loan decision, or any other issue that may have been experienced. There are several ways available to consumers and AAFCU members to submit a complaint before contacting the National Credit Union Administration (NCUA). Please remember, contacting the NCUA is always an option, but there are other options available that will result in a faster resolution.
1. Contact AAFCU’s Senior Leadership Team directly at SeniorLeadershipTeam@aafcu.com. Please describe your issue in as much detail as possible, and don’t forget to include your contact information.
2. Click here to fill out a formal written complaint which will be sent to our Consumer Complaint Team.
3. Send a letter to the Chair of the Supervisory Committee at the following address:
Supervisory Committee Chair
C/O Air Academy Federal Credit Union
P.O. Box 62907
Colorado Springs, CO 80962-2907
4. Contact the NCUA through their office of Consumer Protection:
Mail: National Credit Union Administration
Office of Consumer Protection
1775 Duke Street
Alexandria, VA 22314
After AAFCU receives a written complaint directly, we will acknowledge its receipt, and begin working toward a prompt resolution of the issue. Generally, if a complaint is directed to AAFCU, we will respond with a resolution within five business days after receipt, depending on the type of complaint and the complexity of the resolution.
After the Supervisory Committee receives a written complaint directly, they will communicate directly with the member or consumer upon completion of their investigation.
After the NCUA receives a written complaint, they will acknowledge its receipt, log it into their records and send a letter with the member or consumer’s complaint to AAFCU’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 complexity of AAFCU’s response.