Membership Terms and Conditions

1. Introduction 

1.1 These Membership Terms and Conditions (‘Conditions’) are between you and Glasgow Credit Union Limited (credit union/us/we/our). You agree to them by applying to become, and through remaining a Member, and by using any of our digital services.

1.2 These Conditions apply to all aspects of Membership of the credit union, our Membership Savings Account and the use of our Digital Services and should be read along with the Glasgow Credit Union Rulebook, Privacy Notice and Cookie Policy.

1.3 These Conditions operate alongside additional Terms and Conditions for our other products and services (e.g., the Terms for an additional savings account, loan or mortgage). These additional Terms and Conditions will be provided to you when you apply for one of these products or services and are available on our website.

1.4 You should read these Conditions carefully before accepting them. You may wish to print them and keep them safe for future reference.

2. Contacting us

2.1 To update us on any changes to your information, or if you have any questions about these Conditions, there are several ways to contact us:

In app: Complete a support request.

By phone: Call us on 0141 274 9933.

In writing: Send a letter to Glasgow Credit Union, 95 Morrison St, Glasgow, G5 8BE.

3. Membership Qualification

3.1 To qualify for Membership of Glasgow Credit Union you must:

• Meet the requirements of our Common Bond (as shown below).
• Be aged 16 years or over. If you’re aged 16 or 17 you won’t be able to apply for a Glasgow Credit Union loan or mortgage until you reach the age of 18.
• Have an indefinite right to remain in the United Kingdom (UK) and have lived in the UK for a period greater than 180 days, be classed as a tax resident of the UK and not have dual tax residency or be classed as non-domiciled.
• Agree to these Conditions and adhere to the Rules of the credit union as detailed in the Rulebook.
• Provide us with all personal information that we require to facilitate your Membership account including contact details such as email address and contact telephone number.
• Be able to satisfy all identification requirements and cooperate with all requests where we require additional evidence for the purpose of identifying you at any time throughout your Membership with us.
• Provide us with details of a bank account registered in your name. We will link this account to your credit union Membership and will only accept deposits from and make withdrawals or loan advances to this bank account.
• Deposit at least £1 into your Member Savings Account within 90 days of joining.

4. Common Bond Requirements

4.1 All credit unions have a Common Bond which Members must qualify under to join. Our Common Bond requires Members, at the point of application, to either:

• Be resident or be employed in our geographical Common Bond (defined as G, FK, PA, ML, KA postcodes).
• Be employed in the UK by a Named Employer Partner listed in our Rulebook.
• Be a Member of a Bona Fide organisation listed in our Rulebook.

4.2 The Common Bond requirement for Membership only applies at the point of becoming a Member of the credit union and Members are not required to satisfy this criteria on an ongoing basis after initial qualification.

5. Maintaining Membership

5.1 To remain a Member of the credit union, you must maintain a minimum of £1 savings in your Membership Savings Account, continue to meet these Conditions and adhere to the Rules of the credit union.

5.2 You must continue to have an indefinite right to remain in the UK and continue to be classed as a tax resident of the UK and not have dual tax residency or be classed as non-domiciled.

6. Termination of Membership

6.1 You can terminate your Membership at any time without penalty providing you do not have an outstanding loan or any other debt owing to us. If you decide to terminate your Membership, you must contact us to notify us of your decision. You must adhere to any reasonable termination process that we have in place at the time. Upon receipt of your notice to terminate your Membership, we will close your Savings account(s) and transfer your savings balance to your linked bank account. We reserve the right to offset any savings balance to an outstanding loan (or any other debt) before transferring the balance to your linked bank account. If you do not have enough in your savings to settle any outstanding loan balances, you must make arrangements to settle this loan by other means before Membership can end.

6.2 Membership may be terminated by us if you no longer reside in the UK because you live (or are planning to live) abroad for period greater than 90 days. Additionally, your Membership cannot continue if you cease to be a tax resident of the UK, have dual tax residency or become non-domiciled. It is your responsibility to tell us immediately if any of these events happen.

6.3 Membership can also be terminated in line with Rule 2.9 and where you materially breach these Conditions.

6.4 If we decide to terminate your Membership, we will do so in line with Rule 2.11, 2.12 and 2.13 and we will transfer any savings you hold with us to your linked bank account.

7. Death of a Member

7.1 If you die whilst being a Member of Glasgow Credit Union, your Membership will end on the date of your death. Unless you have specifically requested to put in place a Death Nomination, we will settle your account to the administrator of your estate in line with laws of succession and any instructions in your will or codicil to your will (if applicable). Any loan (or any other debt owing to us) outstanding at the time of your death will be settled before any payment is made to your estate. If there is a shortfall, your estate will be responsible for making payment to settle your account. The administrator of your estate will be responsible for completing any reasonable action we require, including providing us with any documentation or evidence we ask for to settle your account.

7.2 Some Members will choose to outline their wishes for the disposal of their Glasgow Credit Union account in their will. However, as a Member of the credit union, you can nominate up to two individuals to receive your Glasgow Credit Union savings up to the value of £5,000 in the event of your death. Where you exercise this right to create a Death Nomination, any savings value above £5,000 will be settled to your estate.

7.3 To make a Death Nomination, you must complete a written and signed statement to be sent to our registered address during your lifetime and whilst you remain of sound mind. For any Death Nomination to be valid and be enforced by us, the document must state:

• Your full name.
• Your address.
• Your Membership Number.
• Your date of birth.
• The date of your Death Nomination.

7.4 You must also state in the document the details of the person you wish to nominate including:

• Their full name.
• Their address.
• Their date of birth.
• How this person is related or known to you.

7.5 Death Nominations are legal documents and take precedence over any existing or future will or codicil to a will and the laws of succession. You must think carefully about putting a Death Nomination in place as it will remain in place permanently for the duration of your Membership unless revoked. Death Nominations can only be revoked, once put in place by one of the following circumstances:

• You submit a subsequent Death Nomination.
• You write and sign a revocation letter, which must be dated, and outline your intention to revoke all previous Death Nominations.
• You get married or enter into a civil partnership after the date of your Death Nomination.

7.6 Death Nominations created by serving Glasgow Credit Union Members of staff or volunteers will only be valid if these nominate a spouse, civil partner, parent, child, brother, sister, nephew or niece as the nominee.

8. Aggregate Savings Balance

8.1 The minimum aggregate balance of all Glasgow Credit Union savings accounts is £1, and the maximum aggregate balance is £85,000. No Member is permitted to have total savings of over £85,000 which is the current Financial Services Compensation Scheme (FSCS) limit for credit unions and UK financial institutions.

9. Regular Contributions

9.1 We encourage all Members to make regular contributions to their credit union savings accounts by Direct Debit or Salary Deduction. The minimum regular savings deposit by Direct Debit or Salary Deduction across all savings products is £10 and the maximum is £1,000 each month. Where you have setup a contribution that is collected anything other than monthly, the minimum and maximum values will be a monthly equivalent value.

9.2 Where the aggregate balance of your savings accounts is less than the minimum savings balance of £1 or the Membership Administration fee will bring your savings below the minimum savings balance, we reserve the right to terminate your Membership in line with our Membership termination process. In these circumstances, we will retain your remaining savings balances.

9.3 Only one regular Direct Debit or Salary Deduction can be in place for a Member at any time. This single contribution payment will contain all regular savings deposits, loan or mortgage repayments and any other regular commitment payments. Within one business day of receipt of your regular contribution by Direct Debit or Salary Deduction, we will deposit any savings amount to the appropriate savings account or in line with instructions you have given us. Any residual funds from your regular contributions will be deposited in your Member Savings Account.

9.4 Members with products other than savings, such as loans or mortgages, are required to ensure that their regular commitment to their Member Savings Account is sufficient to cover both the commitment repayment and any additional savings amount that is required as part of the product Terms and Conditions. Funds to meet other commitments, received as part of your regular contribution, will be deposited into your Member Savings Account until the commitment repayment becomes due. All commitment repayments for other products are taken from the Member Savings Account.

10. Member Savings Account

10.1 All Glasgow Credit Union Members are provided with a Member Savings Account when they become a Member. This is our core account and is primarily designed for saving regularly via Direct Debit or Salary Deduction, but you can also make additional ad-hoc deposits by bank transfer. We also service any regular commitments such as loan or mortgage repayments from this account.

10.2 All Members are encouraged to save regularly to the Member Savings Account via Direct Debit or Salary Deduction. At all times, you must maintain a balance of £1 in this account. Failure to maintain the minimum account balance may result in your Membership being terminated.

Minimum and Maximum Account Balance

10.3 The minimum balance of your Member Savings Account is £1, and we may terminate your Membership if your balance drops below this value. If you have commitments being serviced from your Member Savings Account, we may require you to ensure that the balance of your account is always greater than the regular commitment value in addition to the £1 minimum account balance. The maximum balance of your Member Savings Account must remain equal to or below the maximum aggregate savings balance for all Glasgow Credit Union accounts which is £85,000.

Savings Pots

10.4 One of the features of the Member Savings Account is the ability to create Savings Pots to separate your savings for different financial objectives or purposes you may have.

10.5 You can have two standard Savings Pots and one Christmas Savings Pot in addition to your core Member Savings Account. You can only create, manage and close a Savings Pot in the Mobile App which allows you to add a name to Standard Savings Pots, set a savings goal and lock the Savings Pot to prevent withdrawals if you choose. You can change the lock settings at any time within the Mobile App. There are no additional restrictions to Savings Pots, and you can freely deposit and make withdrawals subject to the wider terms applicable to the Member Savings Account and other Conditions.

10.6 Savings Pot names are attached to your Membership record and will be visible to our team when reviewing your account. When naming your Savings Pot, please do not use any terms that may be inappropriate or offensive to others. We reserve the right to not permit particular words or phrases as Savings Pot names and to remove or change Savings Pot names where we deem them to be inappropriate or offensive. Any decision we make to remove or change a Savings Pot name will be final. We also reserve the right to terminate your Membership of Glasgow Credit Union, in line with our Rulebook, where grossly offensive language or terms have been used in the naming of a Savings Pot or where repeated action is necessary by us to correct inappropriate Savings Pot names. 

10.7 In addition to our Standard Savings Pots, you are also permitted to create a Christmas Savings Pot to help save for the festive period. The Christmas Savings Pot option is designed to encourage saving for Christmas and levies a £5 fee for any withdrawals or transfers to other accounts or Savings Pots. No fee will be charged for a withdrawal or transfer in the months of October, November and December. Closing a Christmas Savings Pot which has a balance will be treated in the same way as a withdrawal and a £5 fee will be payable except in the months of October, November and December.

Dividend

10.8 A dividend may be paid, gross of tax, on the balance of your Member Savings Account and any associated Savings Pots. Any dividend is recommended by the Board of Directors and approved by Members at the Annual General Meeting.

10.9 Glasgow Credit Union is not responsible for tax declarations and does not give advice on tax due on dividends. Please contact HMRC for advice.

10.10 Dividends will be paid within 5 working days after the Annual General Meeting into your Member Savings Account or Savings Pots and you are free to withdraw the dividend at any time. We reserve the right to transfer any dividend payments from your savings account to your linked bank account where your credit union total savings exceed the limit of £85,000 as detailed in the Rulebook. It is your responsibility to ensure your linked bank details for withdrawals are correct.

10.11 Dividends to the Member Savings Account and any associated Savings Pots are calculated for the credit union financial year which is 1 October to 30 September. Dividends will only be paid to Members who are eligible under the Rulebook and who have an active Membership on the day of the AGM. Members who terminate Membership during the financial year or at any period between the financial year end and the dividend being announced forfeit the right to any dividend due.

10.12 Dividends may be paid on other Glasgow Credit Union Savings Accounts. You should review the Terms and Conditions for these accounts for further information as the Terms of these Dividend calculations and payments may be different.

10.13 Any decision made by Glasgow Credit Union about any dividend payment is final.

11. Making and receiving contributions (payments)

11.1 Our preferred means for making payments to the credit union are: Direct Debit, Salary Deduction (for regular contributions) and bank transfer (for additional payments). In exceptional circumstances, we will accept deposits by cheque. However, cheque deposits generally have longer clearance times, and it is more beneficial to make payments by bank transfer.

11.2 We will only accept Direct Debit and bank transfer payments from your linked bank account. Any cheques received must be from an account in your name and made payable to Glasgow Credit Union Ltd. with your Membership number clearly written on the back of the cheque.

11.3 The credit union does not accept deposits by cash or any other means.

11.4 Funds received will be deposited into your account(s) within one business day of receipt. All deposits are subject to different clearance times and will only be freely available to withdraw or transfer upon clearance of funds in your account.

11.5 Savings deposits will only be eligible for dividends when they are deemed to be cleared. We reserve the right to return deposits to the source account in the event of being made by any unsupported method or where payments are made out with the agrees deposit limits.

11.6 Unless specific Terms and Conditions apply to a loan or savings product, our Membership Savings Account provides the ability to make unlimited withdrawals. Withdrawals can be made through our app, secure Members’ website or by telephone. Withdrawals will be sent by bank transfer which takes 3 working days or Faster Payment (within 24 business hours subject to a charge).

11.7 Withdrawals can only be made to your linked bank account.

11.8 Cheque withdrawal requests will only be considered in exceptional circumstances and require 5 working days’ notice to arrange. A fee may be charged for issuing a cheque in line with our standard fees and charges which are set out below. Cash withdrawals are not supported.

11.9  All deposits and withdrawals are subject to verification in line with Anti Money Laundering Regulations.

12. Overdrawn accounts

12.1 Glasgow Credit Union does not provide overdraft services, and it is your responsibility to ensure that you do not withdraw any amount greater than the cleared funds available in your savings account(s). You must also ensure that your Member Savings Account always has sufficient cleared funds to meet Membership and product requirements and any other credit union commitments to prevent your Member Savings Account from becoming overdrawn where we are required to take a payment for any commitment.

12.2 We have systems and controls in place to prevent accounts becoming overdrawn. However, appropriate management of your account remains your sole responsibility. We will not accept any responsibility for any overdrawn accounts.

12.3 Where an account becomes overdrawn, it may forfeit the right to be paid a dividend for that full financial year. We may also charge you statutory interest for each day your account remains overdrawn.

12.4 We will contact you when we become aware that your account is overdrawn and request that you make payment to us immediately to return your account to a positive balance or agree an arrangement with us to pay any balance due. Where payment is not made within 5 days of our request or we cannot agree a suitable arrangement with you, we may terminate your Membership. We consider any overdrawn account as an unauthorised debt owing to us and may report as such to credit reference agencies in line with our Privacy Policy.

13. Your savings are protected by the FSCS

13.1 Your eligible Glasgow Credit Union deposits are protected by The Financial Services Compensation Scheme (FSCS) up to £85,000 per person. See our FSCS Information Sheet for more information.

14. Fees and Charges

14.1 Glasgow Credit Union reserves the right to apply certain charges to Members’ share accounts to cover our own and our partners’ costs.

14.2 We may vary the amount of these charges to reflect the actual cost to the credit union. We will notify you if this is the case. Any additional charges for services not shown here will be confirmed at the time the services are requested.

14.3 Fees and charges are outlined in the table below:

15. How we’ll contact you

15.1 We’ll contact you using in-app messages, email, phone and mail to your home address.

15.2 You must let us know as soon as possible if any of your contact details change. We may ask you to verify your personal details from time to time to ensure the details we hold are correct.

15.3 When you join Glasgow Credit Union or sign up to use our mobile app, we’ll automatically set your Communication Preferences to receive some documents from us electronically where possible. However, you can change this setting in the app to receive supported documents by post. When you select this setting, we’ll endeavour to send documents to your home address except where this is not possible because of logistical, technical or regulatory reasons.

15.4 You can view account transactions and download account statements in app. We’ll only send you annual paper copy statements to your home address where you have set your Communication Preferences to Post.

16. Digital Services

16.1 Our Digital Services refer to our secure Members’ website and Mobile App. In these Conditions we use the term “Digital Services” to cover all of the above and each one is a “Digital Service.”

16.2  To use any of the Digital Services you must be a Member and have a product with us which we agree can be used with the relevant Digital Service.

16.3 To use the Mobile App or our Online Account, you must be at least sixteen (16) years old.

16.4 To use Digital Services for our Loan products you must be at least eighteen (18) years old.

16.5 To use the Mobile App, you must have a compatible mobile phone and/or tablet to access the full range of features (in these Conditions we call these “Devices”). We may restrict access to the Digital Services if we believe you are not using a compatible device.

16.6 To use the Online Account, you must access this on a computer running the appropriate operating systems and software. We may restrict access to the Digital Services if we believe you are not using appropriate systems.

16.7 To receive SMS Alerts, you must have a UK mobile number starting with 07. You are responsible for advising us of any change to your mobile number.

17. Keeping your Account Safe

17.1 When you set up any Digital Service to keep your account secure, you may ask you to verify your identity using photographic means on your device. We may also need to set up security passcodes, passwords and similar which may include sending a code via email or SMS or asking you to click a link from an email we have sent to you. In these Conditions we call these your “Security Details”.

17.2 If our systems have checked your identity by verifying your Security Details, we will assume that we are dealing with you and that you have agreed to us disclosing information to you.

17.3 Except where you are logging or signing into a Digital Service, we will never ask you to tell us your Security Details (e.g., by calling or emailing you) so please don’t share them with anyone.

17.4 Your email address and the device you use to access our Digital Services will be used by us to identify you and secure your account. You agree:

• Not to give your account information usernames or any other Security Details to anybody (even if it looks like we may have asked you for them).
• Not to write down your Security Details in a way that they could be understood by anyone else.
• To make sure no-one else sees you enter your Security Details when you are using a Digital Service.
• That only you have access to your email account, and you will take reasonable steps to secure your email account and not allow anyone else access your email account.
• You can access your email account on the same device that you use to login to our Digital Services.
• To follow reasonable steps to keep secure the devices you use to access our Digital Services and not allow anyone else access to this device.
• To follow all instructions or “Alerts” (such as emails, push notifications and SMS messages) which come from us.
• To check your account records carefully.

17.5    You must tell us immediately if:

• Someone else knows your Security Details (or you think they may do.
• You see any mistakes or unauthorised payments in or out of your account.
• If you think someone else has or has tried to get into your account.
• Your email account or any devices have been compromised and there is a reasonable risk that someone may be able to access your account using our Digital Services

17.6 If any of the above happens, you should change your Security Details and take steps to secure your devices and your email account.

17.7 You must call us as soon as you can if your mobile, tablet, laptop, or computer that you use with a Digital Service (or which syncs to your Device) has been lost, stolen, or fraudulently accessed.

17.8 We may ask you to change your Security Details for operational or security reasons.

18. Charges for digital services

18.1 We do not charge you to use the Digital Services, however, there may be other fees imposed by your communications service provider (e.g., telephone, mobile network, or Wi-Fi) for using the Digital Services and receiving Alerts whether in the UK or abroad.

18.2 Furthermore, any charges in respect of the product(s) you have are detailed in your Product Terms and Conditions.

19. Automated Payments

19.1 You can instruct us using the Digital Services to transfer money between any of your Glasgow Credit Union accounts that can be used on the relevant Digital Service or to make automated payments on your behalf. You are responsible for all the instructions authorised by you using the Digital Services as well as those given by another person with your knowledge or consent. For further details on payments and transfers please refer to your Product Terms and Conditions.

20. Paperless Settings

20.1 By registering for Digital Services, you agree that any communications that Glasgow Credit Union choose to send you digitally will be uploaded to the Digital Services for you to access. These documents will only be available on Digital Services for a limited time, and you agree it is your responsibility to download, print or otherwise save these documents.

20.2 Glasgow Credit Union reserves the right to send you communications by post, email, or any other method where appropriate.

20.3 You can opt out of receiving digital copies of documents via the Digital Services at any time and revert to paper documents by changing paperless settings within the Digital Services.

21. Availability and Functionality

21.1 Wherever possible, we will ensure the on-going confidentiality, integrity and resilience of our systems and services subject to the services being available for Members’ continued use.

21.2 You can usually use the Digital Services at any time but sometimes repairs, updates, and maintenance on our systems and those of our suppliers may mean that some of the features may be slower than normal or temporarily unavailable. We won’t always be able to let you know when a Digital Service is not available, and we won’t be responsible for any losses you suffer as a result of such unavailability or where the Digital Service is not working properly for other reasons outside of our control.

21.3 If a Digital Service is not available it’s up to you to use other ways to make your transactions or obtain/ give information to us (e.g., by calling us).

21.4 We do not offer feature parity in our Digital Services. This means that some features may only be available in the Mobile App and not on the Online Account or vice versa.

22. If you didn’t authorise a payment

22.1 Unauthorised, incorrect, or failed payments from an account or product you use with Digital

22.2 Services will be dealt with as set out in the relevant Product Terms and Conditions.

22.3 If unauthorised payments are made from your account and you have failed to keep your Device or Security Details secure (in the ways mentioned in the “Keeping your account safe” section above); or of you have failed to tell us as soon as possible on becoming aware that your Device or Security Details have been compromised or misused, we won’t refund any payments and you may be responsible for all losses that were made before you tell us that the Device or Security Details have been compromised or misused.

23. Removing access to Digital Services

23.1 We may stop you using a Digital Service immediately if:

• Your account or the Digital Service is at risk.
• We suspect there is unauthorised or fraudulent use.
• There is a risk that you won’t be able to repay any credit you’ve been given.
• We consider that there is a risk you may use Digital Services against the interests of the credit union or its Members.
• If you are stopped from using a Digital Service, we’ll aim to tell you beforehand or as soon as possible afterwards. You will be notified via email or SMS.

23.2 We may stop you from using a Digital Service for any other reason by giving you one month’s notice in writing.

23.3 We may remove your access to a Digital Service immediately if:

• You are made bankrupt, or you enter into a voluntary arrangement with the people you owe money to.
• You seriously or persistently breach these Conditions.
• We reasonably believe that someone else may have rights over funds in the account or there’s a dispute.
• Your account is closed or if you no longer have a product covered by the Digital Service.

23.4 We reserve the right to process or cancel any transactions in progress on termination of your right to use the Digital Services or on suspension or withdrawal of the Digital Services. We are not responsible for any loss you may incur as a result of any transaction not being processed as part of the Digital Services after termination or after any suspension or withdrawal of the Digital Services. When your Membership of the credit union is terminated, you should uninstall the Mobile App from your phone or mobile device, thus discontinuing using these Digital Services.

24. Jailbroken Devices

24.1 Unauthorised modifications to your device’s operating system(s) can bypass security features and can cause numerous issues to the hacked device, including security vulnerabilities; instability; unreliable connections or delayed or inaccurate location data; disruption of services; inability to apply future software updates.

24.2 Glasgow Credit Union strongly cautions against installing any software that hacks your device’s operating systems. Any user who makes modifications to a device which is not authorised by its manufacturer will be in breach of Glasgow Credit Union’s Conditions and Glasgow Credit Union will not be liable for any loss resulting from use of our webservices on a device operating unsupported or unauthorised software.

25. Your right to withdraw

25.1 You can withdraw from our digital services at any time by calling us on 0141 274 9933. Certain Glasgow Credit Union products and services are only available in the mobile app. You accept by withdrawing from our digital services that access to these services will be restricted.

26. Your personal information

26.1 Glasgow Credit Union is registered with the Information Commissioners Office (ICO) as a data controller and is conscious of our duties under applicable data protection legislation.

26.2 We may process and retain personal data relating to you whilst carrying out our duties under these Conditions.

26.3 Please refer to our Privacy Policy which can be found on our website: www.glasgowcu.com/privacy.

26.4 By agreeing to be bound by these Conditions, and by using Digital Services, you are consenting to us collecting and retaining certain personal data about you. We cannot guarantee the confidentiality of information relating to you that is communicated by mobile.

26.5 By installing the Mobile App and benefiting from any of the Digital Services / information available via the mobile app, you are bound by the Conditions and accept that mobile communications may not be free from interference by third parties and may not remain confidential. In all circumstances, the use by you of the Mobile App is at your own risk.

26.6 Our provision of the Mobile App complies with the data protection requirements as a data controller. Your mobile communications service provider may for legal reasons have to retain the content of mobile phone messages for a specific period. This will be contained in your agreement with your service provider.

27. Other Information

27.1 You are not able to assign or transfer your rights or obligations under these Conditions unless we agree to them. We may at any time assign or transfer all or part of our rights and/or obligations under these Conditions (including our right to payment of any money you owe) to any person.

27.2 We can also disclose information held about you to such a person as far as reasonably necessary to help with the actual or potential assignment. Your rights under these Conditions and your legal rights will not be affected and the Scottish courts shall have exclusive jurisdiction.

27.3 We can enforce these or any other rights at any time, even if we haven’t insisted on enforcing them in the past. Scottish law will apply to the contract between us.

27.4 These Conditions are written and available only in English and you’ll be communicated with in English regarding these Conditions and the Digital Services.

28. How to make a complaint

28.1 We understand that there may be times when something goes wrong, so if you have a problem, we want to know. If you wish to make a complaint, there are several ways to do this:

In app or online: Complete our online form. Please fill in the requested details and press submit, we’ll contact you as soon as possible.

By phone: Call us on 0141 274 9933.

In writing: To Glasgow Credit Union, 95 Morrison St, Glasgow, G5 8BE.

28.2 We endeavour to settle your complaint, but should you be unsatisfied with the outcome you can contact the Financial Ombudsman Service:

          Tel: 0800 023 4567.

Email: complaint.info@financial-ombudsman.org.uk.

Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online.

In writing: Exchange Tower, Harbour Exchange Square, Isle of Dogs, London E14 9SR.

What happens next?

28.3 We’ll record your complaint and do all we can to resolve it as quickly as possible. We always aim to achieve a same business day resolution for all complaints.

28.4 In the event a same day solution is not achievable, you will be notified (verbally or in writing) within 72 hours.

28.5 If 72 hours is not achievable, you will be notified again of an 8-week timescale to issue a final response.

If you’re still not happy

28.6 If we can’t put things right to your satisfaction, you can ask the Financial Ombudsman Service to look at your complaint – provided you have tried to resolve the matter directly with us first. We hope you won’t need to contact the Financial Ombudsman Service but if you do, further information can be found on our website in the Complaints section.

29. Making changes to these Terms and Conditions

29.1 These Conditions will always be available in the app and on our website.

29.2 We may make changes from time to time to these Conditions.

29.3 This includes introducing new charges or rates and charging in a different way. We may make these changes, including fees we charge, because of changes to:

• Law, regulation, industry codes or Financial Ombudsman, court or regulator decisions.
• The cost of maintaining your Membership account and running our business, for example a change in our service costs, technology (including our systems) or other external costs.
• The way we need to charge for our products or services, for example if we change our products to make our business more sustainable.
• The banking or financial services system.
• We decide that our business needs to change so we can offer products and services in a different way – for example so they're easier to understand, or so they better reflect our Members’ needs.

29.4 We can make favourable changes to these Conditions and charges for any reason. We can also make proportionate changes for any other balanced and valid reason that impacts us or your account.

29.5 If we make changes that are clearly in your favour, or are required by law or regulation, we'll tell you once we've made them. Otherwise, we'll give you 30 days’ notice of the proposed changes by sending you an email and publishing the new Conditions on our website.

29.6 If you don't agree to these changes, you can let us know and we'll terminate your Membership. We'll transfer any money in the account to your linked bank account, and you'll need to pay back any Glasgow Credit Union loan or mortgage balances. If we don't hear from you before the changes come into effect, we'll assume you're happy and accept the changes we've made.

29.7 We also have the right to transfer any of our rights or obligations under these Conditions to another company to manage on our behalf.

30. Important Information

30.1 Glasgow Credit Union is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Our Firm Reference Number is 213558.

30.2 Glasgow Credit Union is a member of the Financial Services Compensation Scheme.

Membership Terms and Conditions, Final V4.0