Calderdale Credit Union Ltd.
Regulated by the FSA

Have we let you down?

We aim to offer our members high quality and value for money services. We can only do this with your help. If we have let you down, please tell us.

Our Commitment to you

We will provide you with a copy of our internal complaints procedure.

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 phone, in writing or by calling in to the Credit Union’s office. Alternatively please address your complaint to The Complaints Officer.

Tips on making a written complaint:

 
If you are still unhappy

In the majority of cases, complaints can be quickly resolved and to everybody’s satisfaction. If not, please ask your complaint to be referred to The Complaints Officer in line with the Credit Union’s internal complaints procedure.

The Complaints Officer has a special responsibility for the 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 Unions internal complaints procedure and you are dissatisfied with the Credit Unions 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 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 Financial Ombudsman Service.

Before you take your complaint to the Financial Ombudsman Service, you must first have tried to resolve your complaint through the internal complaints procedure of the organisation you are complaining about.

Further information is available form:

Financial Ombudsmen Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Phone: 0845 080 1800
Website: www.financial-ombudsman.org.uk

Talk to your Credit Union if you are unhappy with our services – but remember do let us know when you are happy too!