Complaints

We believe in building and maintaining strong relationships with our members but also understand that sometimes things can go wrong, If this happens we encourage members to tell us about it so we can aim to put things right as quickly and fairly as possible.

Our complaints procedure is simple and confidential. Details of our complaints process can be found here.

Our commitment to you:

• We promise to handle complaints fairly, consistently and as quickly as possible.
• We will use members’ feedback to help improve services for all members.

You can make a complaint about the Credit Union by:

Phone:
0207 561 1786
Email:
[email protected]
In person:
Visit our office and speak to a member of team.
In writing:
London Capital Credit Union, Jeremy Hopgood Rooms, Caxton House, 129 St John’s Way, London N19 3RQ

If you’re still not happy, after using our internal complaints procedure you can ask the Financial Ombudsman Service to look at your complaint. The Financial Ombudsman Service (FOS) was set up to help settle individual disputes between consumers and financial firms.

If you are not happy with a final response given to a complaint or if no final response has been provided within an 8 week period from the date of initial complaint, you may contact the Financial Ombudsman Service and request they investigate the matter on your behalf. The Financial Ombudsman Service will only look at complaints if the firm has had the opportunity to investigate the complaint first and provide a response. No charge will be made for this and any decisions made will be binding on the financial institution concerned.

The Financial Ombudsman Service,
South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Telephone: 0800 023 4567
Email them at [email protected]
Visit their website at www.financial-ombudsman.org.uk