Problems or Complaints

All of our staff members understand that our goal is to provide the best service possible and they will do whatever it takes to accomplish that. However, we understand that issues occur, and you want immediate results. Accordingly, we have established the following procedures for handling these issues.

If you experience any problems or have any complaints:

• If you have a problem involving your account, you should call us at 302-629-0100 to speak to a Member Service Manager or e-mail us at [email protected].
• If you are not satisfied with the result, you should ask to speak to our Contact Center Manager or if you are in a branch, to our Member Experience Manager.
• If you are still not satisfied, you should ask to be referred to our Member Advocate ([email protected]).  The Contact Center Manager or Member Experience Manager will refer your issue to the Member Advocate who in turn will call or e-mail you to discuss it with you. The Member Advocate will then investigate the issue and respond to you.