The Credit Union is committed to resolving your complaint promptly and fairly. This can be best achieved if you contact us as soon as an issue arises. In return, we will aim to resolve your complaint and agree a solution to the best of our ability.
Our goal is to:
To register a complaint, you can contact us by:
Please note that we may reply with a simple acknowledgement of your complaint in the first instance. This will be in the form of an email.
Where your complaint relates to the provision of Payment Services or Electronic Money, we will endeavour to complete our investigation and provide you with our formal response within 15 business days of receipt of your original complaint. In exceptional circumstances, if this is not possible, we will send you a holding letter advising that we have not yet been able to complete our investigation, the reasons for the delay and confirming that the firm’s formal response with be issued within the following 20 business days (i.e. a total of 35 business days from receipt of your original complaint).
For complaints relating to products and services, we will endeavour to conclude our investigation and issue our formal response in an appropriate and timely manner and no later than 8 weeks from the date of receipt of your original complaint. In the unlikely event that this is not possible, we will write to you explaining why there has been a delay and what your options are.
We will work hard to resolve all client complaints. If you are not satisfied with our formal response (or we have still not issued you with a Formal Response eight weeks from the time you first contacted us), you have the right to refer the complaint to the Financial Ombudsman Service.
The Ombudsman can be contacted at:
The Financial Ombudsman Service offers free and independent advice. They will look into most financial services complaints; the full details of their services can be obtained from their website.
If the complaint involves the processing of your personal data, you have the right to lodge a complaint directly with the Supervisory Authority, details of which are below:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
0303 123 1113]
Please click here, to read the details of our privacy policy.
London Community Bank, Harrow Savings and Loans,Brent Mutual and CUBE are trading names of Hillingdon Credit Union. Hillingdon Credit Union is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority 213406
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