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Consumer Credit Awards Results
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Whatever your financial circumstances or borrowing requirements, we probably have a loan that’s just right for you.
What is a Credit Union?
Credit Unions are local, member-owned, not-for-profit financial cooperatives operated on the principle of people helping people. Credit unions have been helping people in the UK for over 50 years and over 1.4 million UK residents currently have a credit union account, with over 270 million members worldwide!
These accounts are designed to promote responsible lending and credit unions do not lend more than you can afford to repay. They do this by:
- Promoting good money management – members are encouraged to save as well as borrow money.
- Provide loans with fair and reasonable interest rates.
- Helping members to use money wisely and manage their finances.
Credit Union interest rates are capped which makes them considerably cheaper than some lending options. They also offer flexible repayment terms without penalties and hidden costs.
How do I update my personal Information?
It’s easiest to update your information with us either by logging in online or on our mobile app. We have a suite of forms to manage your account online, including forms to update your personal information, marketing preferences, registered bank accounts and beneficiaries. Updates like these are processed within 1 working day – we will contact you if we require anything else to update your account.
We can update certain information informally over the phone or in branch e.g. contact details or marketing preferences. However, under banking law, we have to gain official documentation confirming any important changes like name or address details. We can verify this digitally if requested online but if you want to update this with us directly then we require something official be provided, such as photo ID, a letter from the council or a bank statement as proof of the requested changes.
Keeping your details up to date with us helps us keep in touch with you about your account and any news about the credit union, as well as allowing us to contact you if we have any important information to share.
How do I close my account?
If you are looking to close your account with us then you simply have to withdraw the full balance saved with us and let us know – there are two simple ways of doing this:
- You can do this online by sending a secure message and selecting the subject “How do I Close my Account?” – we will run you through the next steps and confirm the bank details to send your funds to as part of this.
- You can do this in-branch or over the phone – we will run through some security questions to confirm your identity and confirm which bank details to send your remaining savings to as part of this.
Please note that an account with an outstanding loan balance cannot be closed until the loan has been fully repaid.
How do I register a complaint?
You can make a formal complaint to us in a number of ways (e.g. in branch or by phone) but it’s usually best to refer your complaint to us either by email or post, as this allows us to more easily refer your complaint to the correct person/department, gives us a fuller understanding of your complaint in order to resolve it, and provides you with an audit trail of the dates and records of your complaint for future reference.
You can find our full Internal Complaints Procedure on our Legal page.
Having difficulty repaying your loan?
Some of our members experience difficulty repaying their loans due to unforeseen circumstances. Please contact us as soon as possible, and we will do all we can to try to help. We will review your income and expenditure and may restructure your loan if necessary.
We have many members who we support in this way and, once you are back on your feet, you can borrow again from us if you want.
If you need to speak to us about making payments to your loan, please contact us on:
Telephone: 0330 004 0842 opt. 2 (weekdays 10am-3pm)
If there has been a change in circumstances that could affect your repayments then let us know. Remember, missed payments can affect your credit score and your standing with the credit union. The sooner you let us know of any problems, the better.