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