Comments and compliments
We're always keen to hear from members to continually improve our service. If you had a particularly good experience, or have ideas for improving our experience, please contact us at firstname.lastname@example.org
We aim to offer our members consistent, high quality and value for money services. We can only do this with your help. If we have let you down, please tell us.
If you make a complaint we believe you deserve six things:
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. If your complaint cannot be resolved immediately, we will tell you when you can expect a response and keep you advised of progress.
We aim to acknowledge your complaint within seven days and resolve your complaint within a maximum period of 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 or by calling into the credit union’s office. Alternatively, please address your complaint to the Complaints Officer, Unify Credit Union, 21 Crompton Street, Wigan, WN1
Tips on making a written complaint:
If you are still unhappy:
In the majority of cases, complaints can be resolved quickly and to everyone’s satisfaction. If not, please ask for your complaint to be referred to the Complaints officer in line with the credit union’s internal complaints procedure.
The Complaints Officer has special responsibility for complaints within the credit union. They will undertake an independent review on your behalf and 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.
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
Telephone: 0845 080 1800
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