At Sheffield Credit Union, we aim to provide our members with high quality, value for money services. If you feel that we have let you down, we will aim to resolve your complaint quickly and to your satisfaction, and use your complaint to improve our services going forwards.
Making a Complaint
You can make a complaint face to face, by email, by phone or in writing: find our contact details.
Within 3 working days
We will aim to resolve your complaint by the close of business on the third working day after we receive it. We will send you a summary resolution notice, including information on what to do if you are not satisfied with our response.
Within 5 working days
If we cannot resolve your complaint immediately, we will contact you within 5 working days of the day we receive your complaint, with either a full response, or an explanation of the reason for the delay.
Within 8 weeks
If we have not resolved your complaint within 4 weeks, we will send you another update. In exceptional circumstances, if we are still unable to resolve your complaint after 8 weeks, we will contact you to explain the reason for the delay.
Final Response
As soon as we can, we will send you a final response to your complaint.
If you are still not satisfied
If you have received a summary resolution letter or a final response, but you are not satisfied with our response, please contact us again.
You may also be able to refer your complaint to the Financial Ombudsman Service. We will send information about how to do this with our response. The Financial Ombudsman Service provides a free complaint resolution service, but they can only review a complaint after you have given us the chance to put things right.