About the complaints procedure
Lurgan Credit Union Limited aims to provide an exemplary, fair and transparent service to all its members.
However we recognise there may be occasions when some aspect of its service, procedures or processes will be perceived by the member to have failed to come up to these high standards. This might lead to a complaint.
Our complaints procedure is detailed below.
Lurgan Credit Union Limited Internal Complaints Handling Procedure
Lurgan Credit Union aims to provide members with quality financial services. We welcome the 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.
This complaints procedure sets out how a complaint can be made to the Credit Union, how the complaint will be investigated and responded to.
Definition of Complaints and Eligible Complainants
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.
Complaints can be made by, or on behalf of members (or potential members) who are private individuals. An eligible complainant is therefore:
- A credit union member or minor depositor or potential or former member or minor depositor
- A nominated beneficiary or personal representative of (a) above.
The Credit Union asserts its right to make appropriate business decisions about any area of its operations, including admission of new members to membership and individual eligibility for loans as referenced in the membership and loan policies of Lurgan Credit Union.
Making a Complaint
A complaint can be received at any place that the credit union conducts business. A complaint can be received by any officer, staff 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.
Investigating and Responding to a Complaint
The complaint will be passed to our Complaints Officer who will be responsible for investigating the complaint as quickly as possible.
- Within 3 business days: The Credit Union aims to resolve complaints to the complainant’s satisfaction by the close of business, three business days after the day on which the complaint was received.
- Over 3 business days: If the complaint cannot be resolved quickly and within three business days, an acknowledgement will be sent to the complainant.The acknowledgement will include the following information: The name or job title of the person handling the complaint and the Credit Union’s internal complaint handling procedure.
- Within 8 weeks: If still unresolved within 8 weeks of receiving a complaint, the Credit Union will send the complainant: a final response, or a response that explains the delay and advises the complainant when a final response can be expected.The complainant is asked whether they are willing to extend the time for the investigation to be completed. The complainant is advised that if dissatisfied with the delay he or she can refer the complaint to the Financial Ombudsman Service. A copy of the FOS explanatory leaflet, ‘Your Complaint and the Ombudsman’, will be included in the response.
Financial Ombudsman Service
This Credit Union is covered by the Financial Ombudsman Service (FOS). If a complainant remains dissatisfied with our final response to their complaint, he or she may refer the complaint to the FOS within 6 months of receipt of the final response. The FOS can be contacted at:
Financial Ombudsman Service Exchange Tower, London E14 9SR
Telephone: 0300 123 9 123 or 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
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Lurgan Credit Union Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority FRN 573785