Your rights as a Credit Union account holder
Have we let you down?
We will endeavour to be fair and reasonable whenever an account holder feels dissatisfied with our service or products. However, if you feel we have let you down, you have the right to complain.
How to make a complaint
Contact the Complaints Officer or any member of staff. Should the complaint not be immediately resolved a complaints form will be issued. Write a brief summary of the complaint. Hand to a member of staff or post to:
PCCU
54 Manchester Road
Nelson
Lancashire
BB9 7EJ
A copy of our complaints policy will be issued upon request.
What happens next?
We aim to acknowledge your complaint within seven days of receipt and resolve your complaint within a maximum period of eight weeks.
If you are still not happy
If you have been taken through our internal complaints procedure and you are dissatisfied with the final response, you can take your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Services
The Financial Ombudsman Service (FOS) has been set up to provide consumers with a free and independent service to resolve disputes with financial providers.
Before you can take your complaint to the FOS you must have first tried to resolve your complaint using the internal complaints procedure.
To contact the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567
www.fscs.org.uk
complaint.info@financial-ombudsman.org.uk
