COMPLAINTS
We’re dedicated to providing the highest standard of service, and your experience matters to us.
If something hasn’t met your expectations, we genuinely want to know. Your feedback gives us the opportunity to put things right quickly and helps us continue improving the services we offer.
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Whether you’ve encountered an issue, have concerns, or simply feel something could have been better, we are here to listen and support you every step of the way.
HOW TO MAKE A COMPLAINT
If you have a concern or complaint, you can raise this in one of the following ways:
By using our Contact Form here
By Telephone on: 020 3468 8568
By Email at: info@yourcb.org.uk
In Writing to: Croydon Merton & Sutton Credit Union T/as Your Community Bank, The Lansdowne Building, 2 Lansdowne Road, Croydon CR9 2ER
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OUR COMMITMENT TO YOU
We aim to resolve your concerns as quickly as possible. However, some issues may be more complex and require a thorough investigation.
Rest assured that every complaint is handled confidentially and with fairness, transparency, and respect.
We take all concerns seriously and will aim to respond within three working days.
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WHAT HAPPENS NEXT
If your complaint has not been satisfactorily resolved, within five working days from the date your complaint was received, you will receive a written letter from us confirming that your complaint is being looked into further.
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We will then continue to review the details of your complaint carefully and, if needed, contact you for more information.
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All complaints should be resolved within eight weeks and you will receive a copy of the resolution for your records.
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If we have been unable to resolve your complaint within 4 weeks, we will write to you to let you know why we have not resolved your complaint and when we expect to issue you with a final response.
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ESCALATING YOUR COMPLAINT TO THE FINANCIAL OMBUDSMAN SERVICE (FOS)
​If we have been unable to resolve your complaint fully within 8 weeks from the date of your complaint, or you are unhappy with the resolution we offer, you can escalate your complaint to the Financial Ombudsman Service (FOS)
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The FOS is an impartial organisation that mediates complaints between companies and their customers. Their contact details and guidance for complaints are below:
Via their Website at: www.financial-ombudsman.org.uk/consumer/complaints.htm
By Telephone on: 0300 123 9123 or 0800 023 4567
In Writing to: Financial Ombudsman Service, Exchange Tower, London E14 9SR