Stockport Credit Union Limited is authorised and regulated by the Prudential Regulation Authority and Financial Conduct Authority (FRN 213305)
|Financial Services Register||213305|
|FCA Mutuals Public Register||146C|
|Companies House Registration||IP00146C|
Financial Services Compensation Scheme (FSCS)
Stockport Credit Union is a member of the Financial Services Compensation Scheme meaning that deposits are protected up to a value of £85,000. For more information please visit www.fscs.org.uk
Telling us about the service you’ve received or making a complaint
We welcome feedback from members about the quality of the services they receive from Stockport Credit Union.
Where you let us know something is working really well, we will tell our volunteers and staff about it.
If you have a concern about the quality of our service you should contact us by email, NIVO or phone and speak to one of our staff. If the appropriate person is not available to discuss your concern, we will arrange a callback within one working day.
We give all feedback the recognition it deserves by taking action to improve our systems and procedures. We take all complaints seriously and investigate in accordance with good practice and regulatory requirements. We will always try to:
- Put things right
- Be customer focused
- Be open and accountable
- Act fairly and proportionately
- Use the opportunity to improve our services.
In the majority of cases we will be able to resolve the matter quickly and easily, however if you remain unhappy you may want to make a formal complaint in accordance with our Feedback and Complaints Policy.
If you wish to make a complaint, you can download the Policy, a Feedback and Complaints Form and if necessary a continuation sheet, and return it to us at the address on the form. Alternatively you can contact us direct by phone, post, email or via our NIVO mobile app.
If we have not resolved your complaint to your satisfaction within eight weeks you have the right to refer to the Financial Ombudsman Service. The Ombudsman will handle most complaints you might have, though there are some instances that fall outside its authority. Its decision is binding on us, but you are free to reject it without affecting your legal rights.
You can email the Ombudsman at firstname.lastname@example.org or write to them at:
The Financial Ombudsman Service
London E14 9SR
You can also phone them on 0300 123 9 123 (calls charged at the same rate as 01 or 02 numbers on mobile phone tariffs) or on 0800 023 4 567 (calls usually free from a fixed line phone, but charges may apply for a mobile phone).