Complaints Policy

1. INTRODUCTION

Definition:      “A complaint is any expression of dissatisfaction, whether justified or not.”

1.1 All credit unions must have a system for responding to complaints from members, or others, about the credit union’s services set out in SLCU Rule Book rule 100.

1.2 The purpose of the complaints policy and procedure is to ensure that all complaints are handled fairly, effectively and promptly and are resolved at the earliest possible stage. Managing complaints well will help to improve services provided by the credit union and give confidence to the members.

1.3  If a member’s complaint is not resolved, the member may refer his or her complaint to the Financial Ombudsman Service (FOS).  The FOS requires complainants to use the Credit Union’s own complaints procedure, before contacting the FOS.

1.4 A credit union may use an outside organisation to handle its complaints. However, the credit union remains responsible for decisions made on its behalf.

2. COMPLAINTS POLICY

2.1 Making arrangements for handling complaints 

2.1.1   The credit union will nominate a member of the board or an employee to be responsible for complaints and will notify the FCA of this person’s name. if there is a change to the nominated person, the FCA will be notified of the change on the next quarterly return.  Also, an application will be made to the FCA for approval of a new complaints officer.

2.1.2 The credit union has established a procedure for handling complaints, from members or others who are eligible to complain.

2.1.3 ‘Eligible complainants’ include members, ex members, potential members or anyone who has some form of relationship with the credit union, such as beneficiaries, or businesses such as banks etc.

2.2 Information about making complaints

2.2.1   Notices will be displayed in offices informing members of the Credit Union’s complaints procedure and of the Financial Ombudsman Service. This information will also be published on the Credit Union website.

2.2.2 Complaints can be made in person, by email or by letter. However verbal complaints will be entered on a complaints form.

A leaflet setting out the complaints procedure is available to all members on request.  This includes a complaints form. A leaflet will automatically be sent to any member or eligible complainant who informs the credit union they wish to make a complaint.

2.3 Responding to complaints

2.3.1   Routine complaints will be handled by the person most able to resolve the problem. Other complaints will be investigated by the Complaints Officer.  If the Complaints Officer has had any direct involvement with the cause or circumstances of the complaint, the board will appoint another officer of the credit union to deal with the complaint.

2.3.2   Most routine complaints will be resolved within two working days.  Other complaints will receive a written acknowledgement within five business days of receipt of the complaint. The credit union will attempt to resolve the matter within eight weeks of receipt of the complaint.  Where this is not possible, the complainant will be kept informed of the reasons for the delay and when a final response can be expected.

2.3.3 Where the credit union decides that a complaint is upheld, it will inform the complainant of the action it has taken. Where the complaint is not upheld the complainant will be notified in writing.

2.3.4 If the complainant is dissatisfied with the response, or if the complaints procedure is not followed, or if there is undue delay in responding to the complaint, the complainant can raise the issue directly with the board, providing the board has not been involved in handling the complaint.

2.3.5 If the complaint is not resolved, or if there are delays in responding to the complaint, the complainant can refer the complaint to the Financial Ombudsman Service (FOS). The credit union will co-operate fully with the FOS.

2.4 Training

2.4.1 Board members, collectors and employees will receive training in operating the complaints policy and procedures.

2.5 Reports and Reviews of the Policy and Procedure

2.5.1   The Complaints Officer will report regularly to the board on complaints received and their resolution.

2.5.2 The Complaints Officer is responsible for reviewing the complaints policy and procedure annually, or earlier if problems with the policy and procedure have been identified. S/he will present recommendations for change, to the board.

2.5.3   The Complaints Officer will keep a record of complaints for a minimum of three years from the date of receipt of a complaint.

2.5.4   The Complaints Officer will prepare a report for the FCA for the year ending 31st March, detailing the complaints received, in line with CRED. 17.6.3.  The committee/board will approve this report and arrange for it to be sent to the FCA no later than 30th April.