RESOLVING YOUR CONCERNS
As a member-owned financial institution we value and appreciate your feedback as it helps us to understand your financial needs and to do things better.
If you have a concern, complaint or something you would like to pass on to us, please contact us in the first instance to enable us to investigate the matter.
There are several ways you can contact us:
We always aim to resolve issues as quickly as possible. You can expect to hear from us within 5 working days, however sometimes it may take longer to fully investigate the issue. Should this happen, we will phone or write to let you know our progress.
If you are unhappy with the outcome received from us, you need to advise us in writing so that we can escalate the complaint to a dispute level.
If the matter remains unresolved after 45 days, or you are unhappy with the final outcome, you may refer the matter to the Financial Ombudsman Service (FOS) which is a free and independent mediation service. However, please be aware that FOS can only provide mediation after we have responded to you in the first instance.
For further information, please call us on 13 25 85 or download our Resolving your Concerns brochure.