Correcting repayment errors

We understand that finding an error in your loan repayments can be worrying. We're here to help you sort this out quickly and fairly.

What counts as a repayment error?

A repayment error might be when the wrong amount has been taken from your account, a payment has been taken twice, a payment has been taken on the wrong date, or a payment has been missed when it should have been taken.

What should you do?

Contact us as soon as possible. The sooner you tell us about the problem, the quicker we can fix it. You can reach us by calling 0203 773 1751, visiting us at Peckham or the Elephant & Castle Branch, or emailing us at help@creditunion.co.uk. When you contact us, please have your Membership number ready and details of what you think is wrong.

What will we do to help?

When you contact us, we will listen carefully to your concern, look into the problem straight away, explain and put things right if we've made an error. We'll keep you updated throughout the process.

If we find that we have made a mistake, we will put your account right immediately, and refund any money you've paid because of our error. You won't be charged any fees for our mistake.

Remember that you have rights, we're here to help, and time matters, so contact us as soon as you notice a problem. Mistakes can happen, but we're committed to putting things right quickly and fairly.