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Complaints Procedure


West Cheshire Credit Union

Complaints Procedure


Definition of Complaints

A complaint is any express of dissatisfaction, whether written or oral, about a service that the West Cheshire Credit Union has provided, or failed to provide that has resulted in financial loss, material distress, poor service, material inconvenience, or the potential for such loss or inconvenience to occur.

The credit union will only accept complaints from eligible complainants.  Eligible complainants are:

1.  a credit union member or junior member, or potential or former member or junior depositor;

2.  a nominated beneficiary or representative of 1 above;

All eligible complaints will be handled fairly, consistently and promptly.


Making a Complaint

Any staff member, officer or volunteer of the West Cheshire Credit Union can receive a complaint at any place where the credit union conducts business.

A complaint may be made in writing or orally to a staff member, officer or volunteer of the West Cheshire Credit Union. A complaint can be made in person, by letter, by telephone or email.

The staff member, officer or volunteer receiving the complaint shall record the following information:

1.  Name of complainant;

2.  Address and contact details of complainant;

3.  Membership number of complainant (if a member);

4.  Date and time complaint received;

5.  Date and time complaint occurred;

6.  Substance of complaint;

7.  Type of complaint (e.g. financial loss, inconvenience, distress, behavioural etc.);

8.  Name of person receiving the complaint;

9.  Action taken when receiving complaint (e.g. apology offered, provided copy of internal complaints handling procedure, other information provided);

The information will also be stored in a complaint register.

All complaints shall be addressed to the Manager and copies provided to the Supervisory Committee.

Investigating Complaints

The Manager will be responsible for actioning and investigating the complaint.
If the Manager is the subject of the complaint, then this shall be referred to the Board of Directors.

Responding to Complaints

The West Cheshire Credit Union aims to resolve the complaint to the complainant’s satisfaction as speedily as possible.

Within 1 Day

The West Cheshire Credit Union aims to resolve 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.  Complaints satisfactorily resolved and completed within this time period will be recorded as satisfactorily completed but will not be included within the annual complaints report to the FSA. The records of such complaints are not required to be kept for three years.

Within 5 Days

If the complaint cannot be resolved quickly, an acknowledgment will be sent to the complainant within 5 days of receipt of the complaint.

The acknowledgement will include the following information:

1.  The name or job title of the person handling the complaint;

2.  The credit unions internal complaint handling procedure.


Within 8 Weeks

If still unresolved within 8 weeks of receiving a complaint, the credit union will send the complainant:

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 the response.


Final Response

It is the credit union’s intention to provide a complainant with a satisfactory final response within 8 weeks of receipt of the complaint.

The final response will include:

1.  A summary of the complaint;

2.  A summary of the investigation into the complaint;

3.  The credit union’s views on the issues raised in the complaint;

4.  Whether the credit union acknowledges it has been at fault in any way;

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 of the credit union;

7.  A copy of the Financial Ombudsman Service explanatory leaflet.


Redress to Complaints

The West Cheshire Credit Union will seek to improve its services to all members as a result of the complaints received.

Records and Reporting

The credit union will keep all records of complaints taking more than the following business day to resolve, for a period of 3 years. The credit union will make an annual report to the FSA on the amount and type of complaints handled by the credit union.