Complaints Policy
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We here at West Cheshire Credit Union pride ourselves on the outstanding level of service we provide to both existing and prospective members.
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However, we do realise that from time to time you may have reason to bring to our attention areas or practices you are dissatisfied with and in doing so have the right submit a compliant in writing or verbally.
It will help our team investigate your compliant if you can provide as much detail as possible, which may consist of the following.
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Your name and membership number.
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Your contact detail, such a telephone and email or postal address
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Substance of the compliant, what happened, times, dates, and names if applicable
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Type of complaint (e.g. financial loss, inconvenience, distress behavioural etc.)
Responding to Complaints
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The West Cheshire Credit Union aims to resolve any complaints as speedily as possible.
The following sets out our Internal Complaints Procedure
Within One Day
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The West Cheshire Credit Union aims to resolve any complaints to the complainant’s satisfaction by the close of business on the next business day after the day on which the complaint was received. However, if this is not possible the procedure will be as follows;
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Within Four Days
If the complaint cannot be resolved quickly, an acknowledgment will be sent to the complainant within four days of receipt of the complaint.
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The acknowledgement will include the following information:
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1) a final response; or
2) a holding response, which explains why we are not yet able to resolve the complaint and indicates when the West Cheshire Credit Union will make further contact (which will be within eight weeks of receipt of the complaint).
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Within Eight Weeks
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Unresolved Complaint
If still unresolved within eight weeks of receiving a complaint, the West Cheshire Credit Union will send:
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1. A final response, or
2. A response which explains the delay and advises the complainant when a final response can be expected. The complainant will be
asked whether they are willing to extend the time for the investigation to be completed. The complainant will be advised that
if dissatisfied with the delay, they can refer the complaint to the Financial Ombudsman Service. A copy of the FOS explanatory
leaflet will be included in our response.
Final Response
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It is the West Cheshire Credit Unions intention to provide a complainant with a satisfactory final response within eight weeks of receipt of the complaint.
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Our final response will include:
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1. A summary of the complaint.
2. A summary of the investigation into the complaint.
3. The West Cheshire Credit Unions views on the issues raised in the complaint.
4. Whether the West Cheshire Credit Union acknowledges it has been at fault in anyway;
5. Details of any redress or offer made to settle the complaint.
6. The complaint’s right to refer the complaint to the Financial Ombudsman Service if remaining unsatisfied with the final response
7. A copy of the Financial Ombudsman Service explanatory leaflet.
This procedure complies with the Financial Conduct Authority guidelines.
DISP 1.2 Internal complaint handling procedures: general requirements
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How to make a complaint:
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You can either:
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Raise your complaint verbally with one of our team face to face or over the telephone. Call 01244 399006
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Via email - send your complaint to info@wccu.co.uk with the heading 'complaint' please include your name and membership number.
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Via completion of an official complaint form - click this link to access and download. Official Complaint Form
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