How to Make a Complaint

We always aim to provide you with the best service. However, if you feel you have been let down, or you are unhappy with the service you have received please tell us about it, and we will do our best to put things right.

We will provide you with a copy of our internal complaints procedure on request.

You can make your complaint known to us in a number of ways:

  • In Person at the branch – Access Croydon, Bernard Weatherill House, 8 Mint Walk, Croydon, CR0 1EA
  • Over the phone – 020 8760 5711
  • By Email – cu-info@cmscu.co.uk
  • In Writing to – Croydon Plus Credit Union, 3c Bernard Weatherill House, 8 Mint Walk, CR0 1EA

 

What we will do
We will always attempt to resolve your issues as quickly as possible, however some cases may involve an in-depth investigation which may take longer to resolve.
We will always review your complaint in a fair, impartial and timely manner.

 

Within 3 working days from the date your complaint was received
If your complaint has not been satisfactorily resolved, you will receive a written response from us confirming your complaint is being looked into.

 

Within 8 weeks from the date your complaint was received
All our complaints should be resolved within 8 weeks and you will receive a copy of the resolution in writing for your records.

 

Updates

If this is not possible within 8 weeks, we will write to you to let you know why we have not resolved your issues and when we expect to issue you with a final response.

 

Your rights – Financial Ombudsman Service (FOS)
If you are unhappy with the resolution we offer, or we have not provided a resolution within 8 weeks from the date we received your complaint, you can escalate your complaint to FOS.

FOS is an impartial organisation who mediates on complaints between companies and their customers. Their contact details and guidance for complaints are below:

Website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Telephone Number:0300 123 9123 or 0800 023 4567

Fax Number: 0207 964 1001

Postal Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

 

Please note – If you wish to escalate your complaint to FOS, please try and do so within 6 months of the date on your Final Response or 8 week letter, as they can reject any complaints they receive after this time.

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