Scottish Universities Community Bank
Registered as First Scottish University Credit Union Ltd
Complaints Policy
Purpose
This policy follows ABCUL guidance on handling complaints.
This Policy applies to members who wish to raise concerns on any aspect of Scottish Universities Community Banks (SUCB) operations.
SUCB will deal with such concerns fairly and objectively.
SUCB aims to resolve complaints quickly, and where possible, informally.
The appropriate way to complain depends on how the situation arose. If you are already dealing with a member of staff then contact that person directly either by telephone, email, or letter, or make an appointment to see them in person. Many complaints are due to a misunderstanding and can often be resolved instantly. It is hoped that most concerns can be dealt with quickly and informally. However, if attempts to resolve the matter have been unsuccessful, or the matter is too serious to be resolved in this way, please raise your complaint formally.
Making a Complaint
If you have a complaint, you should refer the complaint to the original point of contact where a member of staff will aim to resolve the issue as quickly as possible. If this is not satisfactory, you will be asked to make this an official complain. This can be done through the following channels:
– In Person: Scottish Universities Community Bank, Room G16, Heriot-Watt Univ, James Watt Centre, Edinburgh, EH14 4AS
– By Phone: 0131 4518005
– By Email: office@universitycu.org.uk
– In Writing: Send a letter to Scottish Universities Community Bank, Room G16, Heriot-Watt Univ, James Watt Centre, Edinburgh, EH14 4AS.
If you do not want to put your complaint in writing, this can be done verbally with a member of staff. The member of staff will ensure that all details of the complaint are noted and confirmed back to you before ending the call to ensure all details are accurate.
A complaints officer will be assigned to handle your complaint, in most cases this will be our CEO. However, the nature of the complaint may require a member of the board to be assigned as the Complaint Officer.
Any complaints made to Scottish Universities Community Bank must be resolved within an 8-week period from the first point of contact.
Complaint Information
To ensure your complaint is dealt with in a timely manner, and accurately, we ask members to comply with the outline below when making your complaint.
Please ensure that you:
– Include your full name, address and any reference or Membership number, at the top of the communication.
– Include the date you made your complaint (you can then monitor the time it takes to receive a response).
– Write a summary of your complaint at the beginning of your communication.
– List your preferred method of communication while your complaint is open.
– List the facts clearly and in a sensible order of events.
– Do not go into too much detail and try not to be repetitive.
– Send photocopies of any relevant documents – but be sure to keep the originals.
– Keep a photocopy of every communication you write.
Investigating a Complaint
The assigned complaints officer will investigate your complaint. The Complaint Officer will conduct the investigation into your complaint, which may involve interviewing you, interviewing other people involved, and reviewing any relevant paperwork. During the investigation, the Complaint Officer will keep you informed of progress at regular intervals:
– 5 days after receiving your complaint.
– 4 weeks after receiving your complaint.
– 8 weeks after receiving your complaint.
Contact will be conducted using the preferred method of communication outlined in the complaint information received.
Resolving Your Complaint
The Complaints Officer will complete the investigation as quickly as possible, and within 8 weeks at most. The Complaint Officer will inform you of the findings and proposed resolution. If you agree with the proposed resolution, the Complaint Officer will ensure that any agreed action is taken. If you do not agree with the proposed resolution, you may agree that the Complaints Officer should continue to seek an acceptable solution; alternatively, you will have the option of referring your complaint to the Financial Ombudsman Service. If the investigation has not been completed within 8 weeks, you may agree that the Complaint Officer should continue to seek an acceptable solution; alternatively, you will have the option of referring your complaint to the Financial Ombudsman Service.
Keeping your Record
SUCB will keep a record of the complaint in their Complaints Register.
The Complaints Registers includes:
– Complaint Details
o Date of Complaint
o Unique Complaint Number
o Member Number and Name
o Method of Complaint
o Complaint Information
Other information will be held such as:
– The Complaint Form
– Record of all meetings held.
–
All correspondence with you.
– The Final Response.
– The Recommendation for Action Form, if any.
The record will be treated as confidential and kept no longer than necessary in accordance with the Data Protection Act 1998.
You will be given a postal copy of the Final Response.
Financial Ombudsman Service
If you are not satisfied with the outcome of your complaint, you can direct your complaint to the Financial Ombudsman Service. Further details regarding the Financial Ombudsman Service can be obtained from their website at www.financial-ombudsman.org.uk or they can be contacted on 0800 023 4567. Directing a complaint to the Financial Ombudsman Service must be done within 6 months of the date of the summary resolution communication or final response.
Version – February 2025
Date Updated – February 2025
Board Approval Date – 29/10/24
Review Date – 29/10/25
Signed – CEO