How to Complain

About the complaints procedure

Portadown Credit Union Limited (“the credit union”) aims to provide a first class service to their members at all times that is compliant with credit union policies, procedures and all legal and regulatory requirements and guidance that apply to credit unions.

Our objective is to ensure that complainants (members or non-members) are treated fairly, impartially and with dignity when they have a complaint and to ensure that such complaints are dealt with promptly.

However we recognise there may be occasions when some aspect of its service, procedures or processes will be perceived to have failed to come up to these high standards. This might lead to a complaint.

We welcome the opportunity to put things right for members who are dissatisfied with our service. Feedback will be used to help improve services for all members.

Our complaints procedure is detailed below.

Definition of Complaints and Eligible Complainants

The credit union defines a complaint as:

“Any oral or written expression of dissatisfaction, whether justified or not, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. A complaint can be from, or on behalf of, an “eligible complainant” about a credit union’s provision of, or failure to provide, a financial product or service.”

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 Complaints Officer is responsible for investigating the complaint and we aim to resolve the complaint to the complainant’s satisfaction as speedily as possible.

  • Within three 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.
  • 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 Ombudsman. A copy of the Ombudsman standard explanatory leaflet and website address of the Ombudsman will be included in the response.

 

Financial Ombudsman Service

This credit union is covered by the Financial Ombudsman Service (the Ombudsman). If a complainant remains dissatisfied with our final response to their complaint, he or she may refer the complaint to the Ombudsman within 6 months of receipt of the final response. The Ombudsman can be contacted at:

The Financial Ombudsman Service Exchange Tower London E14 9SR

Phone for consumers: 0800 023 4 567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

For general complaints-handling questions or technical queries contact 020 7964 1400 (10am-4pm, Mon to Fri) or
email technical.advice@financial-ombudsman.org.uk

 

Portadown Credit Union Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. FCA Registration Number 57378