We try very hard not to make mistakes, but we’re only human.
If you feel that something we’ve done doesn’t meet the standards we aim for then please let us know, it will help us to do better next time.
Our complaints procedure is outlined below.
What is a complaint?
A complaint is when you tell us you are not happy.
For example, if:
- We made a mistake on your account
- We gave you wrong information
- You received a poor quality service
What to do
You can speak to the staff on duty and tell them about your complaint. If it is a simple error they may be able to correct it immediately or within a couple of days.
If you are unhappy with the response, or if you feel that the staff cannot deal with your complaint, you can contact the Manager who will investigate your complaint.
If you want to make your complaint in writing, you can fill in the form online or download a copy to print out and fill in. The staff will help you complete it, if you are not sure what to put on the form.
What happens next?
If it is a simple error, someone from the Credit Union will contact you to let you know what action has been taken. Hopefully, this will resolve your complaint. If you have sent a complaint to The Manager, s/he will send you a letter acknowledging your complaint within five business days and will try to respond to your complaint as quickly as possible.
If your complaint will need time to investigate it, The Manager will try to give you a response within eight weeks. If it is going to take longer, s/he will write to let you know what progress is being made and when you can expect to get a response. You can contact The Manager at any point to check on what progress is being made.
What if no one gets back to me or if i am not happy with the response?
You can contact the Chairperson of the Board and ask them to look into your complaint.
What if i am still not happy with response?
You can contact the Financial Ombudsman Service on 0845 080 1800 or write to them at
South Quay Plaza,
183 Marsh Wall,
London E14 9SR.