Our Complaint Procedure
We aim to provide our members with quality financial services at all times but in the event that you are dissatisfied with our service, we welcome the opportunity to put things right for you. Your feedback is used to help improve services for all members.
Definition of a complaint:
A complaint is any expression of dissatisfaction, whether written or oral, about a service 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.
Making and receiving a complaint:
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, telephone or email.
Head office, The Transport Credit Union
186 Argyle Street
Glasgow, G2 8HA
0141 221 7474
complaints.officer@transportcu.co.uk
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.
Investigating Complaints
The Complaints Officer will be responsible for actioning and investigating the complaint. The complaint will be acknowledged within seven days of receipt, and if you remain unhappy, an appeal can be made to the Board of Directors. A final response will then normally be provided by the Board within eight weeks.
We are also part of the Financial Ombudsman Service (FOS), which provides our members with the opportunity to refer any unresolved complaint to them.
If you remain dissatisfied at the completion of the Credit Union’s internal complaint handling procedure and receipt of our final response, the complaint may be referred to the FOS within six months of receiving the Credit Union’s final response letter. The Credit Union will co-operate with any investigation undertaken by the FOS.
The FOS provides a free service and 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