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COMPLAINTS PROCEDURE
A thorough investigation will be undertaken upon receipt of a complaint.
Appropriate actions will be taken to identify and remedy any recurring or systematic problems as well as any specific problem identified by a complaint.
Complaints will be handled fairly, consistently and promptly.
Responding to Complaints
WFCCU aims to resolve the complaint to the complainant’s satisfaction as speedily as possible.
Within a day
WFCCU aims to resolve complaints to the complainant’s satisfaction by
the close of business on the next business day after the day on which
the complaint was received.
Within 7 days
If the complaint cannot be resolved quickly, an acknowledgement will be
sent to the complainant within 7 days of receipt of the complaint.
The acknowledgement will include the following information;
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the name or job title of the person handling the complaint
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WFCCU’s internal complaints handling procedure
Within 8 weeks
If still unresolved within 8 weeks of receiving a complaint, WFCCU will
send the complainant:-
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a response which explains the delay and advises the complainant when a final response can be expected.
Final response
It is the credit unions intention to provide a complainant with a
satisfactory final response within 8 weeks of receipt of the complaint
The final response will include:-
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a summary of the complaint
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a summary of the investigation in to the complaint
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WFCCU’s views on the issues raised in the complaint
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whether WFCCU acknowledges it has been at fault in any way
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details of any redress or offer made to settle the complaint
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the complainants right to refer the complaint to the Financial Ombudsman Service if remaining dissatisfied with the final response from WFCCU.
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a copy of the FOS explanatory leaflet
Records and Reporting
WFCCU will keep all records of complaints taking more than the following business day to resolve, for a period of 3 years.
WFCCU will make an annual report to the Financial Services Authority on the amount and type of complaints handled by the credit union.
Redress to Complainants
WFCCU will seek to improve its services to all members as a result of complaints received.
Financial redress offered will not be greater than any actual financial loss incurred, and will be dependent upon the circumstances of the individual complaint.
Your WFCCU Complaints Officer is:- Claire Walters, Chief Executive
Financial Ombudsman Service
If a complainant remains dissatisfied at the completion of the Credit Union’s internal complaint-handling procedure and receipt of a final response from the Credit Union, the complaint may be referred to the FOS within 6 months of receiving WFCCU’s final response letter.
The Credit Union will co-operate with any investigation undertaken by the Financial Ombudsman Service. The FOS provides a free service to members and consumers. They can be contacted at:
Financial Ombudsman Service
South Quay Plaza, 183 March Wall
London, E14 9SR Tel: 0845 080 1800
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