CNCU has its members’ interests at the heart of its strategy. Our priority is to provide members with great value products and services. We are committed to ensuring our members are treated fairly and rely on our members recommending our services to their families, friends and colleagues.

We endeavour to produce clear and easily understood literature and to ensure that it does not contain any hidden conditions and complex technical definitions. In line with our objectives, we will listen to our members, understand what is important to them and aim to improve our services accordingly.

Have we let you down?

We aim to offer our members consistent, high quality and value for money services. However, if you feel we have let you down by offering a below par service, you have the right to complain. 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 the progress.

We aim to acknowledge your complaint within five days of receipt in writing and resolve your complaint within a maximum period of eight weeks.

Your first step

The best way to make a complaint depends on how the situation has arisen. If an officer of the credit union has written to you or is already dealing with your complaint you should write to him or her in the first instance. If you are unsatisfied with the response so far, then contact our ‘Complaints Officer’ (a Director nominated by us for resolving complaints) in writing at our office address.

If writing with a complaint, then please:

• Include your full name, address and membership number at the top of the letter.
• Insert the date at the top of the letter. This will help 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.
• Do not go into too much detail and avoid repetition.
• Send photocopies of relevant documents but ensure you keep the originals.
• Take a copy of every letter you write before sending it.

If you are still unhappy

In the majority of cases complaints can be resolved quickly and to everyone’s satisfaction.

Our Complaints Officer has special responsibility for this. An independent review will be taken on your behalf and we will provide you with a written response.

All complaints are dealt with through our internal complaints procedure. If you are dissatisfied with your final response you can take your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

The Financial Ombudsman Service, sometimes referred to as the FOS, has been set up to provide consumers 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 FOS. Before you can take it to the FOS you must have first tried to resolve your complaint using the internal complaints procedure.

Contact the Financial Ombudsman Service – 0207 892 7300

South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Where to go for information

Association of British Credit Unions Ltd – 0161 832 3694

The main trade body for credit unions giving information about how to find your credit union, how credit unions work and how to set up a credit union.

Financial Services Authority – 0845 606 1234

This body regulates the financial services industry in the UK including banks, building societies and credit unions.