Complaints Procedure

As a member of the Association of British Credit Unions, and part of the World Council of Credit Unions, this credit union aims to provide members with quality financial services.

We welcome an opportunity to put things right for members who are dissatisfied with our service. Members’ feedback will be used to help improve services for all members.

Definition of complaints

A complaint is any expression of dissatisfaction, whether written or oral, about a service that the credit union has provided, or failed to provide that has resulted in a financial loss, material distress or material inconvenience, or the potential for such loss or inconvenience to occur.

Receiving a complaint

A complaint can be received at any place that the credit union conducts business. A complaint can be received by any officer or volunteer of the credit union.

A complaint may be made in writing or orally to an officer or volunteer of the credit union. A complaint can be made in person, by letter, by telephone or by email.

Phone 02476 633456

Investigating Complaints

The Complaints Officer will be responsible for taking action and investigating the complaint.

In this Credit Union the Complaint Officer is 1. Alastair Wilkinson

The first named person will take the lead on responding to and investigating complaints.

Responding to Complaints

New Central Credit Union aims to resolve the complaint to the complainant’s satisfaction as speedily as possible.

Within a day
This credit union aims to resolve complaints to the complainant’s satisfaction by the close of business on the next business day after the day on which the complaint was received.

Within 7 days
If the complaint cannot be resolved quickly, an acknowledgement will be sent to the complainant within 7 days of receipt of the complaint. The acknowledgement will include the following information:

  • the name or job title of the person handling the complaint
  • the credit union’s internal complaint handling procedure

Within 8 weeks
If still unresolved within 8 weeks of receiving a complaint, the credit union will send the complainant:

  • a final response, or
  • a response which explains the delay and advises the complainant when a final response can be expected. The complainant will be advised that if dissatisfied with the delay he can refer the complaint to the Financial Ombudsman Service. A copy of the FOS explanatory leaflet will be included in the response.  

Financial Ombudsman Service

If a complainant remains dissatisfied at the completion of the credit union’s internal complaint-handling procedure and receipt of a final response from the credit union, the complaint may be referred to the Financial Ombudsman Service within six months of receiving the credit union’s final response letter.

The credit union will co-operate with any investigation undertaken by the Financial Ombudsman Service. The Financial Ombudsman Service provides a free service to members and consumers. They can be contacted at:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Phone: 0300 123 9 123