ALEXANDRIA, Va. (11/13/15)--A new complaint portal announced Thursday by the National Credit Union Administration is meant to help credit unions resolve consumer complaints more efficiently.
The NCUA’s Consumer Assistance Center portal is located on the agency’s MyCreditUnion.gov website. Information contained within the portal is not accessible by the public.
Using the portal is voluntary; however, registration is required. Credit unions that want to use the portal must request access by emailing the Consumer Assistance Center at firstname.lastname@example.org.
The portal can be used by credit unions to receive correspondence from the Consumer Assistance Center about complaints concerning them, to send responses and complaint information and to check the status of complaints filed since Aug. 24.
An email requesting access must be sent by the credit union’s CEO or its senior manager, if the credit union does not employ a CEO. The request include the chief executive officer’s name, work email address and work telephone number.
NCUA will take between 10 and 15 business days to complete the registration verification process. Once verification is complete, a credit union will receive registration confirmation from the Consumer Assistance Center, at which point they will be granted portal access.
According to the NCUA, new complaint resolution procedures to improve and streamline the way the agency handles consumer complaints involving federal consumer financial protection laws and regulations have been implemented.
Under the new procedures, a complaint filed with the Consumer Assistance Center involving a federal consumer financial protection matter will be sent to the credit union, which will have 60 days to resolve the problem directly with the consumer and inform the agency of the outcome.
If the complaint remains unresolved, the center may begin its own investigation to determine compliance with consumer protection laws.