Complaints Procedure



Notts & Lincs Credit Union is committed to providing a high standard of service to its members. If a member has a complaint, we want to resolve it quickly and fairly. This procedure sets out how we will handle complaints.

What is a complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about the service provided by Notts & Lincs Credit Union. It can be about anything, from the way a staff member treated you to the interest rate on your loan.

Who can make a complaint?

Any member of the credit union can make a complaint. This includes current members, former members, and people who have applied for membership.

How to make a complaint

A complaint can be made in writing or orally. If you make a complaint in writing, please include your name, address, contact details, and membership number (if you have one). You should also set out the details of your complaint and what you would like us to do about it.

You can make a complaint:

What happens when I make a complaint?

When we receive a complaint, we will acknowledge it within 5 working days. We will then investigate the complaint and try to resolve it as quickly as possible. If we need more time to investigate, we will let you know and keep you updated on our progress.

We will aim to resolve your complaint within 8 weeks. If we are unable to resolve your complaint within this time, we will tell you why and give you an estimated timescale for resolving it.

What if I am not satisfied with the outcome of my complaint?

If you are not satisfied with the outcome of your complaint, you can ask for a review. This will be carried out by a senior member of staff who was not involved in the original investigation.

If you are still not satisfied with the outcome of the review, you can refer your complaint to the Financial Ombudsman Service (FOS) The FOS is an independent body that can help to resolve complaints between financial services providers and their customers.

Publicising the complaints procedure.

Notts & Lincs Credit Union will make its complaints procedure available to its members in a variety of ways, including:

  • On its website
  • In its printed materials
  • By providing it to members on request
  • Monitoring and reviewing the complaints procedure

Notts & Lincs Credit Union will monitor its complaints procedure on a regular basis to ensure that it is effective and meets the needs of its members. The procedure will be reviewed at least annually.

We hope that this procedure will help to ensure that you have a positive experience with the credit union. If you have any questions about the procedure, please do not hesitate to contact us.

Additional information

You can find more information about the FOS on their website: Financial Ombudsman Service:

We will keep a record of your complaint and the outcome of our investigation. You can request a copy of this record at any time.

We are committed to learning from our mistakes. If we find that we have made a mistake, we will take steps to correct it and prevent it from happening again.