Do you have a complaint to make?

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 on request.

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 it within a maximum period of eight weeks.

Our Credit Union asserts its right to make appropriate business decisions about any area of our operations including admission of new members to membership and individual eligibility for credit as referenced in our membership and loan policies.

Who can make a complaint?

Any credit union member or junior saver or potential or former member or junior saver.

A nominated beneficiary or personal representative of the above.

A business with a turnover of less than £1,000,000.

Your first steps

The best way to make a complaint depends upon how the situation arose. If an officer of our Credit Union has written to you or is already dealing with you, you should make contact with that person, either by telephone, in writing or by calling into the Credit Union's office in 41 Pool Street, Caernarfon. Alternatively please address your complaint to the Complaints Officer.

Advice on making a written complaint

Include your full name, address, telephone number and any reference number such as your membership number, at the top of the letter. Please insert the date at the top of the letter - this will help you to 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 begining of the letter

List the facts clearly and in a sensible order; by date or time order can be useful.

Do not go into too much detail and avoid repetition.

Send photocopies of any relevant documents - but make sure you keep originals.

Keep a photocopy of every letter you write.

If you are still unhappy

We will do all we can to resolve your complaint quickly and fairly. In the majority of cases this can be achieved to everyone's satisfaction.

If you are still unhappy you can ask for your complaint to be referred to the Complaints Officer, in line with our Credit Union's internal complaints procedure.

The Complaints Officer has special responsibilities for complaints within the Credit Union. He will undertake an independent review on your behalf and provide you with a written response.

If your complaint has been taken through our Credit Union's internal complaints procedure and you are still dissatisfied with our Credit Union's final response letter, with effect from 2nd July 2002 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 our Credit Union then, with effect from 2nd July 2002 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 it through the internal complaints procedure of our Credit Union.

Further information is available from our Credit Union or direct from:

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

Phone: 0845 080 1800

Web site: www.financial-ombudsman.org.uk

Please remember to talk to our Credit Union if you are unhappy with our services - but let us know if you are happy with the services you receive too!