How to make a complaint
At Waterford Credit Union, we always aim to offer you the best possible service. However, there will be occasions when we get it wrong. Firstly, bring your complaint to the attention of the branch or directly to the area of the Credit Union with which you’ve been dealing. The more information you can provide at the first point of contact, the sooner we can resolve matters. If the matter is relatively straightforward, we will try and resolve it on the spot.
We aim to resolve your concerns within two working days. However, should your complaint require further investigation, we will send you a written acknowledgement within five business days along with a contact name. If matters are not resolved at this stage, we will write to you within 20 days to indicate the expected timeframe required to conclude our investigation, including contact details for the Financial Services and Pensions Ombudsman.
If you are not satisfied with the handling of your complaint, you have recourse to the Financial Services and Pensions Ombudsman, who can be contacted at – Financial Services and Pensions Ombudsman Bureau, Lincoln House, Lincoln Place, Dublin 2 / 01-567 7000.
It is important to note that a member must go through the Credit Union’s internal complaints procedure before referring the complaint to the Ombudsman. The Ombudsman’s decision is binding on both the customer and the Credit Union, subject only to an appeal by either party to the High Court.