Have We Let You Down?

We are committed to providing all our members with a high-quality, reliable and value-for-money service. If you feel we have fallen short of these standards, we want to hear from you so that we can put things right and improve our service.

When you make a complaint, you can expect:

• An apology where appropriate
• To be listened to
• To be understood
• To be treated with respect
• A clear explanation
• Prompt action to resolve the issue

What Is a Complaint?

A complaint is any expression of dissatisfaction, whether made verbally or in writing, and whether justified or not, by or on behalf of an eligible complainant, about the credit union’s provision of, or failure to provide, a financial service.

Our Commitment to You

We are committed to handling your complaint fairly, thoroughly and as quickly as possible.

• We will acknowledge your complaint within 7 days of receiving it.
• We will aim to resolve your complaint as soon as possible.
• If we cannot resolve your complaint immediately, we will keep you informed of our progress and let you know when you can expect a response.
• We will provide a final response within a maximum of 8 weeks.

How to Make a Complaint

If your complaint relates to a matter that is already being dealt with by a member of our team, you can contact them directly by:

• Telephone
• Email or letter
• Visiting our office

Alternatively, you can address your complaint to our Complaints Officer, who will ensure your concerns are handled in accordance with our complaints procedure.

Tips for Making a Written Complaint

To help us investigate your complaint as quickly as possible, please:

• Include your full name, address and any relevant reference number (such as your membership or account number).
• Include the date of your letter or email.
• Provide a brief summary of the issue at the beginning.
• Set out the key facts clearly and in chronological order where possible.
• Keep your explanation concise and avoid repetition.
• Include copies of any relevant documents (please keep the originals).
• Keep a copy of all correspondence for your records.

If You Are Not Satisfied

Most complaints can be resolved quickly and to the satisfaction of everyone involved. However, if you remain unhappy with the outcome, you can ask for your complaint to be reviewed by our Complaints Officer in line with our internal complaints procedure.

The Complaints Officer will carry out an independent review of your complaint and provide you with a written response.

Financial Ombudsman Service (FOS)

If, after completing our internal complaints process, you remain dissatisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is a free and independent organisation that helps resolve disputes between consumers and financial service providers.

Before referring your complaint to the Financial Ombudsman Service, you must first give us the opportunity to investigate and respond through our internal complaints procedure.

You can find further information about the Financial Ombudsman Service and how they can help by reviewing their consumer leaflet:

Financial Ombudsman Service Consumer Leaflet:
https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet

Financial Ombudsman Service Contact Details

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Website: https://www.financial-ombudsman.org.uk

Data Protection Complaints

If your complaint relates to how we have collected, used, stored or shared your personal information, we will investigate the matter in accordance with our data protection obligations.

If, after receiving our final response, you remain dissatisfied with how we have handled your personal data or your data protection complaint, you have the right to raise your concerns with the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection and privacy matters.

Information Commissioner’s Office (ICO)

Website: https://ico.org.uk/make-a-complaint/

Telephone: 0303 123 1113

The ICO’s complaints process and online complaint forms can be accessed directly via the above website. The ICO provides guidance on your rights and how to raise concerns about an organisation’s handling of your personal information.

We welcome all feedback, whether positive or negative. If you are unhappy with any aspect of our service, please tell us so that we can put things right. Equally, if you are pleased with the service you have received, we would be delighted to hear from you.