Complaints Procedure

Complaints Procedure

We aim to provide our members with a fast, friendly and efficient service at all times.

As a member owned and member run organisation, our members are at the heart of everything we do. Whilst we want to provide you with the best service possible, we recognise that sometimes things can go wrong and when they do; we want to know so that we can help sort them out as quickly as possible.

This page explains how you can help us deal with your complaint and what you can do if the problem hasn’t been resolved to your satisfaction.

If you are unhappy with how you have been dealt with or any aspect of our services you have the right to complain through our in house complaints procedure and we will endeavour to provide you with a satisfactory outcome.

Receiving complaints

Eligible complainants may make a complaint by any reasonable means (for example by letter, telephone or in person). But for the sake of confidentiality, clarity and record keeping complaints in written form are preferred. There are complaints forms available.

In cases of oral complaints via telephone or in person these maybe taken and dealt with immediately to the satisfaction of all concerned. Otherwise the complaint will need to be written in order to pass the complaint onto the complaints officer.

Responding to complaints

Complaints once received by the complaints officer will be acknowledged and the complainant will be notified of whether or not the complaint constitutes an appropriate complaint with regards to this credit union.

This credit union will send written acknowledgement of a complaint within 10 business days of its receipt giving the name or job title of the person handling the complaint within the credit union.

By the end of eight weeks after its receipt of a complaint, this credit union will send the complainant either:

A final response; or a response which;
explains that the credit union is still not in a position to make a final response, gives reasons for the further delays and indicates when it expects to be able to provide a final response and informs the complainant that he or she may refer the complaint to the Financial Ombudsman Service if he is dissatisfied with the delay and encloses a copy of Financial Ombudsman Service’s explanatory leaflet.

A complaint form and copy of our complaints procedure can be obtained on request via email or from either of our 2 branch offices and should be completed and returned to:

Credit Union House
403 Poulton Road
CH44 4DF

If we are unable to resolve your complaint or you are still unhappy with the service you receive, then you have the right to refer your complaint to the Financial Ombudsman Service.

If after a period of eight weeks we have been unable to come to a satisfactory resolution and are therefore unable to issue you with a final response to your complaint, we will confirm this, together with the timescale in which you can expect a final response. At this stage, if you are dissatisfied with the delay you may refer your complaint to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service by either writing to them at the following address:

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

Tel: 0800 023 4567