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Tel: 01 6244930 Fax: 01 6244790 Email: info@leixlipcu.ie

20 August 2017
Complaints

Leixlip & District Credit Union

Member Notice

Complaints Procedure



Ethos

Providing a quality and professional service to our members is central to the ethos of Leixlip & District Credit Union. The Credit Union acknowledges from time to time things go wrongs and a member may need to raise a complaint. The main aim is to resolve the member’s complaint to the member’s satisfaction in a timely and efficient manner. The following procedures attempt to resolve all complaints to this level.


Complaints Procedure

This procedure outlines a series of escalating reviews to be undertaken by Leixlip & District

Credit Union to try resolve a member’s complaint/ issue, leading ultimately, if unresolved to

arbitration by an agreed arbitrator, or by the Regulator, or someone appointed by him.


A complaint should only be escalated to the next level where all efforts to resolve same at

the current level have been exhausted.

 

Escalation levels:

 

Officer Level

Complaints Officer Level

Complaints Committee Level

Board of Directors

Arbitration

 

Nominated Officials

The following officers have been appointed by the Board of Directors

  • Complaints Officer – Secretary

  • Complaints Committee – Consisting of the Chairperson, Vice – Chairperson and 1 director

 

Complaints Handling Process

Step 1 Verbal & Written Complaints

An officer of Leixlip & District Credit Union will discuss the complaint with the member and try to resolve the issue. 

Each officer shall deal with complaint relating to their own area of responsibility (see however “Conflicts of Interest” section below).

Details of all verbal complaints must be recorded by the officer involved.

 

If the complaint is not resolved to the satisfaction of the complainant then the matter is escalated to the next level:

Step 2 If the matter is not resolved at Step 1 the complainant shall be asked to complete the Standard Complaints form (see appendix 1). This is passed to the Complaints Officer (Secretary) who will acknowledge receipt of this directly to the member and arrange to meet with the member to discuss the complaint and seek a resolution. This should occur within 2 weeks of receiving the completed complaints form. A copy of any of the documentation relating to the complaint must be retained in the complaints file, which is the responsibility of the Complaints Officer. The Complaints Form must be completed to pass on to Stage 3.

 

If the complaint is not resolved to the satisfaction of the complainant then the matter is escalated to the next level:

Step 3 A copy of the Complaints Form and any other relevant documents, must be passed on to the Complaints Officer (Secretary), who shall forward them to the Complaints Committee. This committee will investigate and try to resolve the complaint and may, at their discretion, discuss same directly with the complainant. The complainant has the right to be heard by the committee if they wish. The committee will pass to the complaints officer any additional documentation for insertion into the complaints file.

 

If the complaint is not resolved to the satisfaction of the complainant then the matter is escalated to the next level:

Step 4 If the Complaints Committee is unable to resolve the complaint, the member can request it to be referred to the Board of Directors. The committee shall prepare a written report for the Secretary, who will present same to the Board. The Board will then investigate the complaint and may discuss the same with the complainant. The complainant also has the right to be heard by the Board.

 

 

If the complaint is not resolved to the satisfaction of the complainant then the matter is escalated to the next level:

Step 5 If the matter is still unresolved after investigation by the Board, the member will be advised in writing of the outcome of the investigation. The letter will also advise the member of their right to refer the matter to arbitration. The letter will be sent by the Secretary. If the member is dissatisfied with the handling/outcome of their complaint, they may refer the complaint to the:

 

Financial Services Ombudsman

3rd Floor

Lincoln House

Lincoln Place

Dublin 2

 

Tel: 016620899 Fax: 016620890 Lo Call: 1890 88 20 90

 

enquiries@financialombudsman.ie www.financialombudsman.ie

 

Conflict of Interest

To avoid any potential conflict of interest, no officer of the credit union may investigate any complaint relating to an action, behaviour, omission or error on their own part

ClickDownload Complaint Form (173.7kb)

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Leixlip & District Credit Union Tel: 01 6244930 Fax: 01 6244790 Email: info@leixlipcu.ie Web: http://www.leixlipcu.ie
Leixlip and District Credit Union Limited is regulated by the Central Bank of Ireland. Reg. No: 316CU