Complaints Procedure

We are committed to giving you a quality service

Complaints procedure

Riverside Credit Union strives to give members a quality service. Riverside Credit Union Board of Directors and staff members are committed to ensuring you receive this.

If you feel the service you receive is not satisfactory Riverside Credit Union has a complaints procedure which you should follow:

• It is our policy is to try to resolve any complaints as quickly as possible
• If you have a complaint please contact our Officer in Charge of complaints.
• You will need to complete the complaint form, for the attention of the complaints officer. This can be sent to you or picked up at our offices.
• Your complaint will be acknowledged within 1 working day of receipt.
• If the complaints officer needs more time to collect information you will receive a letter within 3 working days of your acknowledgement detailing the steps being taken and the expected date of completion.
• The complaint will be given a full response within 5 working days.
• If you are not satisfied with the complaints officer’s response you should request the Secretary of the Board of Directors to investigate your complaint.
• The Secretary will acknowledge within 2 working days and a date will be given when the board will consider the complaint and expected date of a full response.
• If you are unsatisfied with the Board of Directors’ response, you can request that the Supervisory Committee consider the complaint and the committee will meet the Secretary of the Board and agree a final response within 5 working days.
• If you are unsatisfied with the outcome the complaint after exhausting the above process and consider that you have suffered financial loss, material inconvenience or distress, you may then direct your complaint to the independent Ombudsman Scheme. A complaint form for the Financial Ombudsman Service will be included in the final response.
• If your complaint is upheld by the Ombudsman service, you may qualify for financial compensation. The Ombudsman final decision relating directly to the complaint will be adhered too and any compensation awarded will be despatched to you by Riverside Credit Union.