Complaints Member Guidance

How do I make a complaint?

We’re sorry that you’re not happy with our service. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody.

How can I complain?

By phone

You can call our team Monday to Friday, 09.30 to 16.00.  They will be more than happy to answer any questions or resolve and queries you may have.

In branch

You can come into our Head Office branch at 1 St. Nicholas Place, Leicester LE1 5LB, Monday to Friday, 09.30 to 16.00.  

By post/email

You can also contact us by email at enquires@clockwise.coop or write to us using the below details

Teresa Manning, General Manager, Clockwise Credit Union, 1 St. Nicholas Place, Leicester LE1 5LB

What information do I need to provide when I make a complaint?

Our aim is to resolve your complaint as quickly as we can. To help us do this, please provide the following information:

  • A description of your concerns or issue
  • What you would like us to do to rectify the problem
  • Your name and address
  • A phone number and the best time to contact you
  • Your member number and any other details you think are important

What happens after I’ve made a complaint?

Once you’ve made a complaint, we’ll aim to contact you within 24 hours. We’ll confirm that we’re looking into your complaint, and we’ll let you know when you can expect a response.

We’ll also give you a complaint reference number so we can quickly find your record.

Our final response

We will contact you to discuss our response, providing an explanation of our investigation, what we plan to do following the investigation and why we made the decision. This may be over the phone by letter.

Unfortunately, some complaints will take longer to resolve. If our investigation takes longer than 4 weeks, we will be in contact with an update on your complaint – as well as provide you with your options if you wish to escalate the complaint further.

 

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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