How to get in touch
Please see this article for more details about ways to contact us and how to ensure your message reaches the right person. See also Making a Complaint for general information about how we handle complaints.
Where to start if you would like to make a complaint
In the first instance, please address any questions or concerns directly to the member of staff involved. If they are unable to resolve the matter to your satisfaction, please email email@example.com or write to us at:
London Mutual Credit Union Limited
4 Heaton Road
You can also make a complaint by phone by calling 020 3773 1751.
Tips on making a written complaint
- Include your full name, address and any reference or Membership number, at the top of the letter/email
- Include the date you made your complaint (you can then monitor the time it takes to receive a response)
- Write a brief summary of your complaint at the beginning of your letter/email
- List the facts clearly and in a sensible order of events
- Send photocopies of any relevant documents – but be sure to keep the originals
- Keep a photocopy of every letter/email you write
The Complaints Process
We will aim to deal with your complaint as thoroughly and as quickly as possible.
- Investigate your complaint immediately
- We will acknowledge receipt of your complaint within five working days.
- If we cannot resolve your complaint quickly, or need more time to investigate, we will confirm when you can expect a response and keep you advised of the progress
- We will aim to resolve your complaint within four weeks
- We will send a final response within a maximum period of eight weeks.
What can you do if you are not satisfied with our final response?
If your complaint has been through the Credit Union’s Internal Complaints procedure and you are dissatisfied with the final response letter, you may be entitled to take your complaint to the Financial Ombudsman Service.