FORUM respects the special relationship of trust that exists between the credit union and its members. We consider the personal information given to us by members as privileged, and make every possible effort to guard that information in confidence.
It has been a long-standing policy of the credit union, and will continue to be the policy, not to sell the list of credit union members to other firms, or companies, who seek them for the purpose of marketing to the individuals whose names are on the FORUM membership list.
There are times when the credit union may enter into an agreement with vendors to develop demographic information for the sole use of the credit union, and certain information may need to be made available to those vendors to complete their membership profile. Their use of the FORUM member information is limited to that particular study, and the names are not to be retained in their files, or used for their own purposes once the specific FORUM job is completed. Violation of such a trust could subject that provider to damages, and would result in no further business relationship with the credit union.
Lists used by mailing houses for large credit union mailings are handled under strict contractual limitations placed upon the mailing house by the credit union. A violation of those limitations will result in penalties and loss of business for those mailing firms.
If a member suspects an inappropriate telemarketing call received is a result of information being supplied by the credit union, the following steps may be taken:
- Detail, in writing, what you believe the violation to be.
- If it is a violation caused by telemarketing, please list the date, time, and product being sold by the telemarketer.
- If it is a mail violation, enclose a copy of the mailing solicitation .
- Send all of the applicable material listed above to C.A. Mattingly, Vice President, Marketing, FORUM Credit Union, PO Box 50738, Indianapolis, Indiana 46250. Written complaints will be followed up, and will receive a written reply from our marketing department once they have been investigated.
- Telephone complaints may be made to our member service center and follow-up will be conducted, but a written response will not be received.
From time to time, in the course of our efforts to provide better member service, the credit union may use a telemarketing approach to individual members. If you should receive one of these calls you may ask the caller:
- If the call is being made from credit union premises and
- If the caller has been hired by the credit union and
- Whether the caller is under supervision of a credit union employee.
The answer to all three questions should be "yes" if it is a bona fide FORUM telemarketing effort.
Occasionally, FORUM uses outside research agencies to conduct member satisfaction surveys of a scientific sampling of our membership. The necessary information required by the researchers is extracted from FORUM's database and supplied for exclusive use in the study. FORUM will only contact research work with companies whose reputation for professionalism and confidentiality is already established.
We respect the privacy of our member information, and are always willing to hear from members who have recommendations for enhancing our current efforts.