Complaints
South Dublin Credit Union seeks to give our members the highest level of service every time they interact with us. In the unlikely event that a member is dissatisfied with the service we have provided, we have a policy for dealing with complaints according to the Rules of the Credit Union and current relevant legislation.
Our Complaints Policy
The South Dublin Credit Union Complaints Policy aims to ensure our members are informed and aware of the complaints’ procedure which exists for them within the Credit Union.
If you are dissatisfied with our service we ask you to tell us about it so we can quickly address your complaint in a fair and equitable 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 Chief Executive 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 Stage 2.
Stage 2 – Procedures under the Credit Union Rules
A formal complaint should then be made in writing to South Dublin Credit Union. The Complaints Officer may offer the member a meeting if appropriate. Once a decision has been reached on the complaint by the Complaints Officer, 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 and Pensions 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 and Pensions 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 South Dublin Credit Union’s full complaints policy and processes will be made available to any member on request.
If a member does not wish to make an informal/formal complaint to the credit union but would like to provide us with feedback or suggestions on how we can improve our service please fill out our feedback form.
