Make a complaint

Is there something we can do to improve?

At Central Credit Union, we’re committed to providing the best service possible, but sometimes things can go wrong.

If something hasn’t met your expectations, let us know. We take all feedback seriously and aim to resolve issues quickly and fairly.

Your feedback helps us improve, so we can give you the high level of support you deserve.

How will we handle your complaint?

We’ll review your complaint carefully and take the necessary steps to make things right. We aim to resolve your complaint as quickly as possible.

  • Within 48 working hours

    Central Credit Union aims to resolve complaints to your satisfaction within 48 working hours. (For complaints received on a Friday, this means a response by the end of business on Tuesday.)

  • Within 5 days

    If we need more time, we’ll acknowledge your complaint and provide contact details for the person handling it, together with a copy of our detailed complaints procedure.

  • Within 8 weeks

    We’ll send a final response, explaining our findings and any action taken. This 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 it has been at fault in any way
    • Details of any remedy 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

How to raise a complaint?

Tell us if something’s wrong by contacting us via:

Email: enquiries@clcu.co.uk
Tel: 0151 708 5515
Post: Central Credit Union (Head Office), 141 Park Street,
Liverpool, Merseyside, L8 6QF
Website: Use our online contact form

What if Central Credit Union can’t help?

If we are unable to provide a final response, we’ll explain the delay and advise when a final response can be expected. If you are dissatisfied with the delay, you are eligible to complain to the Financial Ombudsman Service.

Post: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Tel: 0800 023 4567
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk