Complaints

Complaint information

What should I do if I’m not happy with South Manchester Credit Unions financial service?

Tell us – let us put things right straight away if we can. We want to provide the best service we can. We welcome feedback and want to put things right if something has gone wrong. Members’ feedback will then be used to help improve services for all members. If you are still unhappy you can submit a complaint in person, in writing or over Nivo. Your privacy is important to us so we cannot deal with complaints through social media

What happens next?

We will check we understand the complaint, will record it and investigate it.

You should have a response within two working days.

Who is responsible for dealing with complaints?

All staff and volunteers are trained to listen to complaints and to record them.

The Manager and/or the Complaints Officer, will then investigate and reply to you.

How do I contact the Financial Ombudsman Service?

The credit union will co-operate with any investigation undertaken by the Financial Ombudsman Service. FOS provides a free service and the contact details are as follows:

website – www.financial-ombudsman.org.uk

email – complaint.info@financial-ombudsman.org.uk

phone – 0800 023 4567 for free calls

text – 07860 027586 to receive a free call back