Clockwise Credit Union has its members at the centre of its strategy. Our priority is to provide our members with great value products and services. We are committed to ensuring our members, volunteers and employees want to take advantage of our products and services and recommend us to their families, friends and colleagues. We treat our members fairly and deliver high quality products and services throughout their relationship with us.

Our products and services

We will endeavour to produce clear and easily understood literature and ensure that it does not contain any hidden conditions and complex technical definitions.

In line with our objectives, we will listen to our members, understand what is important to them and aim to improve our services accordingly.

Our employees

Our employees are critical to delivering a positive member experience and treating members fairly. Our culture is to encourage and support through training and example to help our employees deliver this.

Our volunteers

Our volunteers are committed to treating members fairly – our reputation and success is dependent on member satisfaction and we will strive to meet the needs of our members and lead by example.

Have we let you down?

We aim to offer our members consistent high quality and value for money services.  However, if you feel we have let you down by offering a below par service, you have the right to complain.

Our commitment to you

We will provide a copy of our internal complaints procedure on request. We aim to deal with your complaint as thoroughly and as quickly as possible.  If your complaint cannot be resolved immediately, we will tell you when you can expect a response and keep you advised of progress.

We aim to acknowledge your complaint within five days of receipt in writing and resolve your complaint within a maximum period of eight weeks.

Your first step

The best way to make a complaint depends on how the situation has arisen. If an officer of the credit union has written to you or is already dealing with your complaint you should write to them in the first instance. Otherwise you should make your complaint in writing to our Complaints’ Officer, Teresa Manning at 1 St Nicholas Place, Leicester, LE1 5LB

Tips on making a written complaint

  • Include your full name, address and membership number at the top of the letter.
  • Insert the date at the top of the letter. This will help you keep a record of when you made your complaint and the length of time before you receive a response.
  • Write a brief summary of your complaint at the beginning of the letter.
  • List the facts clearly and in a logical order.
  • Do not go into too much detail and avoid repetition.
  • Send photocopies of relevant documents but ensure you keep the originals.
  • Take a copy of every letter you write before sending.

If you are still unhappy

In the majority of cases, complaints can be resolved quickly and to everyone’s satisfaction.

Our Complaints’ Officer has special responsibility for dealing with complaints. They will undertake an independent review on your behalf and provide you with a written response.

All complaints are dealt with through our internal complaints procedure. If you are dissatisfied with your final response, you can take your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

The Financial Ombudsman Service, sometimes referred to as the FOS, has been set up to provide consumers with a free and independent service to resolve disputes with financial providers.

If you have a complaint that you cannot resolve with your bank, building society, credit union, insurance company, mortgage or pension provider then you may be able to take it to the FOS. Before you can take it to the FOS you must have first tried to resolve your complaint using the internal complaints procedure.

Contact the Financial Ombudsman Service – 0207 892 7300 http://www.financial-ombudsman.org.uk/

South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Where to go for information

Association of British Credit Unions Ltd – 0161 832 3694 www.abcul.coop

The main trade body for credit unions giving information about how to find your credit union, how credit unions work and how to set up a credit union.

Financial Conduct Authority Consumer helpline– 0800 111 6768
http://www.fca.org.uk/

The body that regulates the conduct of the financial services industry in the UK including banks, building societies and credit unions.

General Information – www.direct.gov.uk

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