This is Bradford District Credit Union's complaints policy.
Have we let you down?
We aim to offer our members consistent, high quality and value for money services. However, we can only do this with your help. Therefore, if we have let you down, please tell us.
If you make a complaint we believe you deserve six things:
- An apology
- To be heard
- To be understood
- To be respected
- An explanation
- Action as soon as possible
A complaint is defined as:
Any expression of dissatisfaction whether oral or written and whether justified or not, from or on behalf of an eligible complainant about that credit union’s provision of, or failure to provide, a financial services activity.
Our commitment to you
We aim to deal with your complaint as thoroughly and as quickly as possible. However, if your complaint cannot be resolved immediately, we'll tell you when you can expect a response and keep you advised of progress.
The Credit Union aims to acknowledge your complaint within seven days, resolving complaints within eight weeks.
Your first steps
The best way to make a complaint depends on how the situation arose.
If an officer of the Credit Union has written to you or is already dealing with you, you should make contact with that person, either by telephone or in writing. Alternatively, please address your complaint to the Complaints Officer at our usual address.
Tips on making a written complaint
- Include your full name, address and your membership number at the top of the letter.
- Insert the date at the top of the letter. This helps you keep a record of when you made your complaint and the length of time before you receive a response.
- Write a brief summary of your complaint at the beginning of the letter.
- List the facts clearly and in a logical order; preferably in time order.
- Avoid repetition.
- Send photocopies of any relevant documents, but make sure you keep the originals.
- Keep a copy of every letter you write.
If you are still unhappy
In the majority of cases, complaints can be resolved quickly and to everyone’s satisfaction. However, if this is not the case, please ask for your complaint to be referred to the Complaints Officer.
The Complaints Officer has special responsibility for complaints within the Credit Union. Importantly, they will undertake an independent review on your behalf. Following this, they'll provide you with a written response.
If your complaint has been taken through the Credit Union’s internal complaints procedure and you are dissatisfied with the credit union’s final response letter, you can take your complaint to the Financial Ombudsman Service.
What is the Financial Ombudsman service?
The Financial Ombudsman Service, sometimes referred to as the FOS, has been set up to provide customers with a free and independent service to resolve disputes with financial providers.
Therefore, if you have a complaint that you cannot resolve with your bank, building society, credit union, insurance company, mortgage or pension provider then you may be able to take it to the Financial Ombudsman Service.
Before you take your complaint to the ombudsman, you must first have tried to resolve your complaint through the internal complaints procedure of the credit union.
Further information is available from:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
Website: www.financial-ombudsman.org.uk
Thank you for reading Bradford District Credit Union's complaints policy. Please talk to us if you are unhappy with our services. On the other hand, let everyone know if you are happy with the service you receive too.