How to make a complaint

We are committed to providing service of the highest quality to our members. We recognise that sometimes things can go wrong, and when they do, we want you to tell us.

If you are unhappy with something, then please make sure you let us know and give us the opportunity to put matters right for you and improve the service for everybody.

No matter how you communicate with us, we will listen and act on your needs. You can contact us in any of the following ways:

Phone: 0141 227 2390

Email: complaints@scotwest.co.uk

Post: Scotwest Credit Union, 13 Elmbank Street, Glasgow, G2 4PB

Visit Us: 13, Elmbank Street, Glasgow, G2 4PB

What We Need From You

To help us resolve your complaint, we will need the following:

• A description of your complaint
• What you would like us to do to put things right
• Your name and address
• A daytime contact phone number and best time to contact you
• Your membership number/account number (if applicable)

Next Steps

We will contact you to confirm that we are looking into your complaint and when you can expect to hear back from us.

We will aim to resolve your complaint within 3 days of receipt. However, should that not be possible, we will write to you to acknowledge the complaint and keep you regularly updated about what is happening.

If it looks like our investigation will take more than 8 weeks from when you first contacted us, we will provide you with a written update.

Final Response Letter

This will be a detailed letter that outlines what we found, what we plan to do as a result, and why we made that decision. We will also enclose a copy of the Financial Ombudsman Service Information Leaflet.

If You Are Still Not Happy

If you are not happy with the written update or our final response and you wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you. This is a free, independent service for resolving disputes between customers and financial service institutions. You would normally have to contact them within 6 months of the date of the final response letter, and they will ask to see any communication we have sent as summary of our investigation of your complaint.

You can contact the Financial Ombudsman Service in the following ways:

Phone: 0800 023 4567 (calls to this number are now free from mobile phones and landlines)

or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)

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

Online: http://www.financial-ombudsman.org.uk/

Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR