HOW TO MAKE A COMPLAINT

Where to start

Please contact the department staff at Southwark Credit Union Limited you have issue with. They should be able to sort it out quickly. If the matter can not be resolved to your satisfaction by the staff, please contact the Manager of Southwark Credit Union Limited, Credit Union House, 79 Denmark Hill, Camberwell, London SE5 8RS.

You may wish to complete the appropriate complaints form for the attention of the Manager. Afterwards, your complaint will be acknowledged within 24 hours. If the Manager needs more time to collect information you will receive a letter within 5 working days of your acknowledgment detailing the steps being taken and the expected date of completion. The manager will give a full response within 14 working days.

If you are still unhappy

If you feel we haven’t dealt with your complaint properly, you should request your complaint be investigated by the Secretary of the Board of Directors.
The Secretary will acknowledge your complaint within 5 working days and a date will be given when the Board will consider the complaint and expected date of a full response will be given.
If you are still unsatisfied with the Board of Director’s response they can request that the Supervisory Committee consider the complaint and the Committee will meet the Secretary of the Board and agree a final response within 14 working days.

Next steps

We always hope that we are able to sort out your issue.
However, if we:
o Have been unable to satisfy your complaint or
o Haven’t sent you our final response within eight weeks,
You can write to Financial Ombudsman, whose address is: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR or phone 0845 080 1800. Their fax number is 0207 964 1001.
However, the Financial Ombudsman is in unable to deal with your complaint unless you have first given us the change to put things right.

We have made our complaints procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, you will be responsible for the costs.
You can ask us for a copy of our Complaints Handling Procedures and the Financial Ombudsman’s explanatory leaflet from Southwark Credit Union Limited, Credit Union House, 79 Denmark Hill, Camberwell, London SE5 8RS

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