Complaints Procedure

At Wirral Credit Union, we are committed to providing a high standard of service to all our members. However, we understand that sometimes things can go wrong. If you are unhappy with any aspect of our service, we want to hear from you so we can investigate the matter fairly and put things right where appropriate.

We take all complaints seriously and aim to resolve them promptly, fairly, and in accordance with Financial Conduct Authority (FCA) requirements.

 

What Is a Complaint?

A complaint is an expression of dissatisfaction, whether written or oral, about a service that the Credit Union has provided, or failed to provide, that has resulted in:

  • financial loss;
  • material distress;
  • material inconvenience; or
  • the potential for such loss, distress, or inconvenience to occur.

A refusal of a loan application will not normally be considered a complaint unless the member believes they have been treated unfairly or discriminated against.

 

How to Make a Complaint

You can make a complaint in any of the following ways:

By telephone
0151 638 4332

By email
members@wirralcu.org.uk

By post
Wirral Credit Union

403 Poulton Road

Wallasey

Wirral

CH44 4DF

In person
At any Wirral Credit Union branch.

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

  • your full name and contact details;
  • your membership number, if applicable;
  • a clear description of your complaint;
  • details of what you would like us to do to resolve the matter; and
  • any supporting documents or information.

 

Our Complaints Process

Step 1 – Complaint Received

Timescale: within 3 working days

Once we receive your complaint, we will:

  • acknowledge receipt of your complaint;
  • provide a reference number where appropriate; and
  • begin investigating the matter.

 

Step 2 – Investigation

Target timescale: within 15 working days

A member of our team will review your complaint thoroughly. This may include:

  • reviewing account records and communications;
  • speaking with relevant staff members;
  • reviewing relevant policies and procedures; and
  • contacting third parties where necessary.

We aim to resolve most complaints within 15 working days wherever possible.

 

Step 3 – If We Need More Time

If our investigation is taking longer than expected, we will write to you explaining:

  • the reason for the delay;
  • what actions are still outstanding; and
  • when you can expect our final response.

 

Step 4 – Final Response

Maximum timescale: within 8 weeks

Once our investigation is complete, we will send you a final written response explaining:

  • our findings;
  • the outcome of the investigation;
  • any actions we have taken; and
  • any further steps available to you.

Under Financial Conduct Authority (FCA) rules, we will provide our final response within a maximum of 8 weeks from the date we received your complaint.

If we are unable to issue a final response within 8 weeks, we will write to you explaining why and tell you when you can expect to receive our final response.

 

Financial Ombudsman Service

If you remain dissatisfied with our final response, or if 8 weeks have passed since you first raised your complaint and you have not received a final response, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

You must normally refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response letter.

 

Our Regulatory Information

Wirral Credit Union is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. FRN213437

 

Accessibility and Additional Support

We are committed to making our complaints process accessible to all members. If you require communications in an alternative format or need additional support in making your complaint, please let us know and we will do our best to assist you.

 

Continuous Improvement

Complaints help us improve our services. We regularly review complaint outcomes to identify trends, improve member experience, and ensure we continue to meet our regulatory obligations and service standards.