At Crownsavers Credit Union we believe in building and maintaining strong relationships with our members. We do understand that sometimes things can, and do, go wrong and when this happens we encourage members to tell us about it so we can aim to put things right. Our complaints procedure is simple and confidential. If you want to make a complaint you can get in touch in the way that suits you and we’ll look into the problem.
Our commitment to you:
- We promise to handle complaints fairly, consistently and quickly
- We welcome any opportunity to put things right for members who are dissatisfied with our service
- We will use members’ feedback to help improve services for all members
By phone: Call us on 0208 698 2996
In person: Visit our office and speak to a member of staff.
In writing: Crownsavers Credit Union, 6 Brownhill Road, Catford, London, SE6 2EJ.
If you’re still not happy, or If we can’t put things right to your satisfaction, you can ask the Financial Ombudsman Service to look at your complaint – provided you have tried to resolve the matter directly with us first. We hope you won’t need to contact the Financial Ombudsman Service but if you do, please find some further information below along with their contact details.
Financial Ombudsman Service
The Financial Ombudsman Service (FOS) was set up to help settle individual disputes between consumers and financial firms. The Financial Ombudsman Service will only look at complaints if the firm has had the opportunity to investigate the complaint first and provide a response.
If you are not happy with a final response given to a complaint or if no final response has been provided within an 8 week period from the date of initial complaint, you are the eligible to contact the Financial Ombudsman Service and request they investigate the matter on your behalf. No charge will be made for this and any decisions made will be binding on the financial institution concerned.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON E14 9SR
Telephone: 0845 0801 800
Email them at firstname.lastname@example.org
Visit their website at www.financial-ombudsman.org.uk
For full details of Crownsavers’ complaints process, please click here for our compalints procedure