Blackrock Credit Union Complaints Policy
Blackrock Credit Union aims to provide its members with the highest level of service at all times. In the unlikely event of a member being dissatisfied with our service we have a policy for dealing with complaints in line with the Rules of the Credit Union and relevant legislation. Our Complaints Policy aims to ensure members are informed and aware of the complaints’ mechanism which exists for them within the Credit Union.
We encourage you if you are dissatisfied with our service to tell us about it so we can quickly address your complaint in a fair manner and help us improve the service we offer to you and all other members.
We offer a positive customer service approach to all complaints received and provide a number of mechanisms for our members to make a complaint as follows:
Stage 1 – Informal Complaint
This will generally be the first option for members who wish to make a complaint to the Credit Union. An informal complaint can be made orally or in writing. An informal complaint can be resolved by the Manager or Compliance Officer through an informal discussion or meeting with the complainant. Where the complaint cannot be resolved through such a discussion or meeting, the complaint should be elevated to the next stage – Complaint Mechanism No. 2.
Stage 2 – Procedures under the Credit Union Rules
A formal complaint should then be made in writing to Blackrock Credit Union. The Board of Directors may offer the member a meeting if appropriate. Once a decision has been reached on the complaint by the Board of Directors, they will issue a letter to the member outlining that decision. This letter will include a statement that the member may refer the matter to the Financial Services Ombudsman.
Stage 3 – Referral to Arbitration under the Credit Union Rules
If the complaint is still unresolved it can be referred for determination by arbitration under the relevant regulatory and statutory rules.
Stage 4 – Referral to the Financial Services Ombudsman
If the Complainant is not satisfied with the Credit Union’s final response, the Financial Services Ombudsman will assess the complaint and the option of mediation will be offered to both parties by the Ombudsman as a means of resolving the matter. If mediation is not availed of or is unsuccessful then a formal investigation of the complaint by the Ombudsman will begin. The Ombudsman will decide if an oral hearing of evidence is necessary and subsequently a Finding will then be issued to both parties after all the evidence has been reviewed in full.
Stage 5 – Application to the District Court
In certain circumstances a member may apply to the District Court to hear and determine a dispute.
A copy of Blackrock Credit Union’s full complaints policy and processes will be made available to any member on request.