We're committed to providing excellent service. But we know things don’t always go to plan, and if you're dissatisfied with any part of our service, we want to hear from you. Your feedback helps us improve, and we’re here to put things right as quickly as possible.
Where to Start:
If you’d like to raise a complaint you can get in touch in several ways:
Raise a support ticket
Raise a support request and tell us more about how we can help you.
Depending on the nature of your request, we’ll either contact you by email or phone. We may also contact you to ask some additional security questions before accessing your account.
By post, write to us at
Complaints Team
Glasgow Credit Union
95 Morrison Street
Glasgow
G5 8BE
Tips for Writing a Complaint:
To help us resolve your complaint as quickly as possible, please include the following:
- Your full name, address, and membership number at the top of the letter or email.
- The date you made your complaint; this will help you track how long it takes to get a response.
- A clear summary of your complaint at the beginning.
- A list of facts in a sensible order.
- Photocopies (not originals) of any documents related to your complaint.
- A copy of every letter or email you send.
Our Complaints Process:
We will do our best to address your complaint thoroughly and promptly. Once we receive it, we’ll acknowledge your complaint within three working days. If we need more time to investigate, we’ll keep you informed and let you know when to expect a full response.
If we’re unable to resolve your complaint immediately, we’ll make sure to send you a final response within eight weeks from when you raised the complaint. We’ll stay in touch with updates along the way, and if there are any delays, you’ll be the first to know.
What to Do If You're Not Satisfied with Our Final Response:
If you’re not happy with our final response, you have the option to take your complaint to the Financial Ombudsman Service, an independent organisation that can help resolve complaints if we’ve been unable to do so.