Member Complaints Policy and Procedure

1. Dealing with Member Complaints

CCU Credit Union (‘the credit union’) aims to provide a first class service to their members at all times that is compliant with credit union policies, procedures and all legal and regulatory requirements and guidance that applies to credit unions.

2. Policy Objectives

Our objective is to ensure that complainants (members or non-members) are treated fairly, impartially and with dignity when they have a complaint and to ensure that such complaints are dealt with promptly, irrespective of the outcome.

3. Financial Ombudsman Service

This credit union is covered by the Financial Ombudsman Service (FOS). If a complainant remains dissatisfied with our final response to their complaint, he or she may refer the complaint to the Financial Ombudsman Service within 6 months of receipt of the final response. The FOS can be contacted at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

Phone for consumers: 0800 023 4 567 (8am-5pm, Mon to Fri)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

For general complaints-handling questions or technical queries contact 0207 964 1400 (9am-5pm, Mon to Fri) or

Email: technical.advice@financial-ombudsman.org.uk

4. Overview & Definitions

A complaint is:

Any oral or written expression of dissatisfaction, whether justified or not, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. A complaint can be from, or on behalf of, an “eligible complainant” about a credit union’s provision of, or failure to provide, a financial product or service.

The credit union ensures that members are aware of the Financial Ombudsman Service by maintaining a notice in the credit union office, providing members with a copy of the credit union’s internal complaint procedure and including the “Your Complaint and the Ombudsman” leaflet when providing a final response to a complaint, available at www.financial-ombudsman.org.uk

The credit union maintains an internal complaints handling procedure (see 7 below).

The credit union records the number of complaints received each year. An annual report of the number of complaints received and handled is made to the FSA. The end of the reporting period for complaint handling is 31st March. The report is submitted to the FSA within one month of the end of the reporting period.

The credit union will aim to meet the following time limits when responding to a member’s complaint:

• The firm will attempt to resolve most complaints by close of business on the business day following receipt of a complaint. Complaints resolved within this time period are recorded but not escalated.
• If the complaint is not resolved within five business days of receipt, a written acknowledgement is sent to the complainant. This acknowledgement contains the name or job title of the person handling the complaint, as well as a copy of our internal complaint handling procedures.
• Before the end of eight weeks following receipt of a complaint, a final response must have been sent to the complainant. The final response informs the complainant that he or she can refer the complaint to the Financial Ombudsman Service within a six-month period if still dissatisfied.
• A copy of the FOS leaflet “Your complaint and the Ombudsman” is sent with the response.
• If it is not possible to make a final response within eight weeks, a letter is sent setting out the reasons for the delay, indicating when the issue may be resolved, and informing the complainant that the complaint may be referred to the Financial Ombudsman Service. A copy of the FOS leaflet “Your complaint and the Ombudsman” is included in this response.

Records of complaints received are kept for a minimum of three-years from the date of receipt of the complaint. These records include the name of complainant, the substance of the complaint and copies or details (if verbal) of any correspondence between the credit union and complainant.

5. FOS not applicable

There may be some occasions where the Financial Ombudsman Service can’t help with a complaint. For example, certain time limits might affect whether they can help and they won’t usually look into a problem that’s been decided by a court, or one they’ve looked at already.

Sometimes the Financial Ombudsman Service can’t help because the complaint should be dealt with by a different organisation or service. FOS publish a list, on their website, that provides links to other complaint-handling organisations, and outline the areas they cover to help sign-post the organisation needed to help with the complaint.

6. Decisions made by the Credit Union

The credit union has appointed a Complaints Officer and has informed the FCA that the name of the Complaints Officer is Dionne Lynn.

The Complaints Officer investigating a complaint, may refer the complaint to the CEO who has the authority to offer an appropriate level of financial compensation as final settlement of the complaint up to an amount no greater than £500.00. If an amount greater than this amount is considered appropriate, the decision is referred to the Board for determination.

7. Complaints Handling Procedure

a. The Credit Union’s Commitment to Members

As a member of the Irish League of Credit Unions and part of the World Council of Credit Unions (WOCCU), this credit union aims to provide members with quality financial services.

We welcome the 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.

This procedure sets out how a complaint can be made to the credit union, and how the complaint will be investigated and responded to.

b. Definition of Complaints and Eligible Complainants

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.

Complaints can be made by, or on behalf of, members (or potential members) who are private individuals. An eligible complainant therefore is:

1. a credit union member or minor depositor or potential or former member or minor depositor.
2. a nominated beneficiary or personal representative of (a) above. This credit union asserts its right to make appropriate business decisions about any area of its operations, including admission of new members to membership and individual eligibility for loans as referenced in the membership and loan policies of the credit union.

c. 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, staff 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.

The officer or volunteer receiving the complaint must record the following information in the Complaints Book:

• Name of complainant
• Membership number of complainant (if a member)
• Date complaint received
• Substance of complaint

All complaints are passed to the Complaints Officer.

d. Investigating Complaints

The Complaints Officer is responsible for investigating the complaint.

If the Complaints Officer is the subject of the complaint, the Chair of the Supervisory Committee may delegate a suitable individual, not involved in the complaint, to investigate the complaint as soon as it is received. In this credit union, the Complaints Officer is: Dionne Lynn.

A thorough investigation is undertaken upon receipt of a complaint.

Appropriate action is taken to identify and remedy any recurring or systemic problems as well as any specific problem identified by a complaint.

e. Responding to Complaints

We aim to resolve the complaint to the complainant’s satisfaction as speedily as possible.

Within a day

The 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. Complaints satisfactorily resolved and completed within this time period will be recorded as satisfactorily completed but will not be included within the annual report to the FSA. The records of such complaints are not required to be kept for three years.

Within 5 working days

If the complaint cannot be resolved quickly, an acknowledgement will be sent to the complainant within 5 business 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 that explains the delay and advises the complainant when a final response can be expected. The complainant is asked whether they are willing to extend the time for the investigation to be completed. The complainant is advised that if dissatisfied with the delay he or she can refer the complaint to the Financial Ombudsman Service. A copy of the FOS explanatory leaflet will be included in the response.

Final response

It is the credit union’s intention to provide a complainant with a satisfactory final response within 8 weeks of receipt of the complaint. The final response will include:

• A summary of the complaint
• A summary of the investigation into the complaint
• The credit union’s views on the issues raised in the complaint
• Whether the credit union acknowledges that it has been at fault in any way
• Details of any redress or offer made to settle the complaint
• The complainant’s right to refer the complaint to the Financial Ombudsman Service if remaining unsatisfied with the final response from the credit union.
• A copy of the Financial Ombudsman Services explanatory leaflet. Copies of the leaflet are available from www.financial-ombudsman.org.uk/publications/

f. Redress to Complainants

The credit union will seek to improve its services to all members as a result of complaints received.

If appropriate to the circumstances of the case, the Complaints Officer investigating the complaint can refer the complaint to the CEO who has the authority to offer an appropriate level of financial compensation as final settlement of the complaint up to an amount no greater than £500.00. If an amount greater than this amount is considered appropriate, the decision is referred to the Board. Any financial redemption will be reported to the Board of Directors.

Redress offered will not be greater than any actual financial loss incurred, and will be dependent upon the circumstances of the individual complaint.

g. Records and Reporting

The credit union keeps all records of complaints not resolved by the following business day for a period of 3 years. The credit union makes an annual report to the FSA on the amount and type of complaints handled by the credit union.

h. 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.

8. Complaints Policy

The Complaints Policy will be reviewed and approved by the board of directors on an annual basis or when there is a change of regulation/legislation which requires amendment to the policy.

How to Complain - Summary

This credit union aims to provide members with quality financial services.

We welcome the 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. This procedure sets out how a complaint can be made to the credit union, and how the complaint will be investigated and responded to.

A complaint can be received at any place that the credit union conducts business. A complaint can be received by any officer, staff 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.

• The 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.
• If the complaint cannot be resolved quickly, an acknowledgement will be sent to the complainant within 5 business days of receipt of the complaint.
• If still unresolved within 8 weeks of receiving a complaint, the credit union will send the complainant:
• a final response, or
• a response that explains the delay and advises the complainant when a final response can be expected. The complainant is asked whether they are willing to extend the time for the investigation to be completed. The complainant is advised that if dissatisfied with the delay he or she can refer the complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman has official powers to sort out complaints between a complainant and a credit union. There is no charge for the FOS.

It is the credit union’s intention to provide a complainant with a satisfactory final response within 8 weeks of receipt of the complaint.

This policy was approved by the Board of Directors of CCU Credit Union Limited on 29th August 2023