The Transport Credit Union

Our Complaint Procedure


As a member of the Association of British Credit Unions, and part of the World Council of Credit Unions, this credit union aims to provide members with quality financial services.

We welcome an opportunity to put things right for members who are dissatisfied with our service. Members’ feedback will be used to help improve services for all members.
Definition of complaints 


A complaint is any expression of dissatisfaction, whether written or oral, about a service that the credit union has provided, or failed to provide that has resulted in a financial loss, material distress or material inconvenience, or the potential for such loss or inconvenience to occur.
Receiving a complaint


A complaint can be received at any place that the credit union conducts business. A complaint can be received by any officer or volunteer of the credit union.
A complaint may be made in writing or orally to an officer or volunteer of the credit union. A complaint can be made in person, by letter, by telephone or by email.
Phone 0141 221 7474 Email enquiries@transportcu.co.uk

 

 

The Financial Services Authority regulates all Credit Unions, Building Societies and Banks, Under the legislation you have rights and we have responsibilities.

 

The Credit Union Rule book is available on application.



 

Investigating Complaints


The Complaints Officer will be responsible for actioning and investigating the complaint. The complaint will be acknowledged within seven days, and an appeal can be made to the Board of Directors. A final response will normally be made within eight weeks. We also are part of the Financial Ombudsman Service, giving our members the opportunity to raise any unresolved complaint with the FOS.
Financial Ombudsman Service
If a complainant remains dissatisfied at the completion of the credit union’s internal complaint-handling procedure and receipt of a final response from the credit union, the complaint may be referred to the Financial Ombudsman Service within six months of receiving the credit union’s final response letter.

The credit union will co-operate with any investigation undertaken by the Financial Ombudsman Service. The Financial Ombudsman Service provides a free service to members and consumers. They can be contacted at:

 

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

www.financial-ombudsman.org.uk

email: enquiries@financial-ombudsman.org.uk
Phone:
  020 7964 0500


 

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