We aim to offer our members consistent, high quality and value for money services. We can only do this with your help. If we have let you down, please tell us.
If you make a complaint we believe you deserve six things:
A complaint is defined as:
The best way to make a complaint depends on how the situation arose. If an officer of the credit union has written to you or is already dealing with you, you should make contact with that person, either by telephone, or in writing or by calling into the credit union’s office. Alternatively, please address your complaint to the Complaints Officer, Unify Credit Union, 13 Smithy Green, Ince, Wigan WN2 2AT.
In the majority of cases, complaints can be resolved quickly and to everyone’s satisfaction. If not, please ask for your complaint to be referred to the Complaints officer in line with the credit union’s internal complaints procedure.
The Complaints Officer has special responsibility for complaints within the credit union. They will undertake an independent review on your behalf and provide you with a written response.
If your complaint has been taken through the credit union’s internal complaints procedure and you are dissatisfied with the credit union’s final response letter, you can take your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service, sometimes referred to as the FOS, has been set up to provide customers with a free and independent service to resolve disputes with financial providers.
If you have a complaint that you cannot resolve with your bank, building society, credit union, insurance company, mortgage or pension provider then you may be able to take it to the Financial Ombudsman Service.
Before you take your complaint to the ombudsman, you must first have tried to resolve your complaint through the internal complaints procedure of the credit union.
Further information is available from:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Telephone: 0845 080 1800
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