We'll look forward to hearing from you.

How to get in touch

If you’d like to contact us, please send an email to theweeloan@pollokcu.com and we’ll get back to you promptly.

We pride ourselves on our high quality products and customer service and take your concerns very seriously.

However, there may be times when you feel that our service has fallen below the standard you expect. If this is the case, and you wish to make a complaint, we will do our best to try and resolve the issue.

Our commitment to you:

We aim to deal with your complaint as thoroughly and as quickly as possible. We will keep you informed if your complaint cannot be dealt with by the close of business the day after your complaint is received at the Credit Union.

We will,

  • Investigate your complaint immediately.
  • Acknowledge receipt of your complaint by close of business the following day. If appropriate we will also offer an apology and a full explanation at this time
  • If we cannot resolve the issue, or need more time to investigate, we will confirm when you can expect a response and keep you advised of the progress
  • Try to resolve your complaint within four weeks
  • Advise you of our progress and if we need more time
  • Send a final response within a maximum period of eight weeks

Your first steps

You MUST give the Credit Union chance to resolve any complaint before taking your issue further. The best way to complain depends how the situation arose. If you are already dealing with a member of staff then contact that person or their Supervisor, directly either by telephone or by letter. You could also make an appointment to see them in person. Many complaints are due to a misunderstanding and can often be resolved instantly. If you have followed these guidelines and are still unhappy, please address your complaint directly to the Complaints Officer.

Tips on making a written complaint

  • Include your full name, address and any reference or Membership number, at the top of the letter
  • The date you made your complaint (you can then monitor the time it takes to receive a response)
  • Write a brief summary of your complaint at the beginning of your letter
  • List the facts clearly and in a sensible order of events
  • Do not go into too much detail and try not to be repetitive
  • Send photocopies of any relevant documents – but be sure to keep the originals
  • Keep a photocopy of every letter you write

If you are still unhappy

In the majority of cases, complaints can be resolved very quickly and to everyone’s satisfaction. If not you can take your complaint to the Complaints Manager. This person has special responsibility for complaints within the Credit Union. They will undertake an independent review on your behalf and provide you with a written response according to the aforementioned time-scale. If your complaint has been taken through the Credit Union’s Internal Complaints procedure and you are dissatisfied with the final response letter, you may be able to take your complaint to the Financial Ombudsman Service. This must be within 6 months of our final response. A booklet detailing how to do this will be enclosed with your final response letter.

Complaints Procedure

If you make a complaint we believe that you deserve five things:

  • To be heard
  • Action as soon as possible
  • To be understood
  • To be respected
  • An explanation

A complaint is defined as:

Any expression of dissatisfaction oral or written whether justified or not, from or on behalf of an eligible complainant about Pollok Credit Union’s provision of, or failure to provide, one of its financial services activities.