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Consumer Complaints

It is the policy of Air Academy Credit Union (AACU) to investigate and resolve all consumer complaints in a timely manner in the event a consumer or member of AACU 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 AACU 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.

How to Submit a Complaint:

1. Contact AACU’s Executive Leadership Team directly at Please describe your issue in as much detail as possible, and don’t forget to include your contact information.

2. Fill out the form below to submit 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 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 AACU 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 AACU, 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 AACU’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 the complexity of AACU’s response.

Please use the form below to submit a consumer complaint. We try to respond to all complaints within two business days.

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