Right Way Credit Union

Your Guide to Complaints & Escalation

At Right Way Credit Union, we value your feedback and are committed to resolving any issues you may have. This information explains how you can raise a complaint, what steps we’ll take to resolve it, and how you can escalate your complaint if you’re not satisfied with our response.

1. How to Raise a Complaint

If you’re unhappy with any aspect of our service, please get in touch:

• By Phone: Call us 0141 889 7442, and we’ll do our best to resolve the issue over the phone.
• In Writing: Write to us Right Way Credit Union, 41 High Street, Paisley, PA1 2AH.
• By Email: Contact us via info@rwcu.co.uk
• In Person: Visit any of our branches, and one of our team will provide you with our ‘Complaints Form’.

When you raise a complaint, please provide as much detail as possible, including:

• Your name and member number.
• A description of your complaint.
• Any relevant documents or information.
  
  

At Right Way Credit Union, we aim to resolve complaints as swiftly as possible to your satisfaction. Here’s what you can expect in terms of timescales:

Within a Day

We aim to resolve complaints by the close of business on the next business day after we receive them. If we are able to resolve your complaint satisfactorily within this time, it will be recorded as resolved, but it will not be included in our annual report to the Financial Conduct Authority (FCA). Records of such complaints are not required to be kept for three years.

Within 7 Days

If we cannot resolve your complaint immediately, we will send you an acknowledgement within 5 business days of receiving your complaint. This acknowledgement will include:

• The name or job title of the person handling your complaint.
• An outline of our internal complaint handling procedure.

Within 8 Weeks

If your complaint is still unresolved after 8 weeks, we will send you either:

• A final response, or
• A response explaining the delay, advising you when you can expect a final response, and asking if you’re willing to extend the time for our investigation to be completed.
  
  

2. What Happens Next

We are committed to addressing all complaints within 8 weeks. During this time, we will:

• Investigate the issue: We’ll gather all relevant information and assess the situation thoroughly.
• Keep you updated: We’ll let you know if we need more time to investigate.
• Provide a Final Response: Our final response will include details of our investigation, the outcome, and any steps we’ll take to resolve the issue.
  
  

3. Escalating Your Complaint

If you’re not satisfied with our final response, or if 8 weeks have passed and we have not resolved your complaint, you have the right to escalate it.

Contact the Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is a free, independent service that can review complaints that we’ve been unable to resolve.

• By Phone: 0800 023 4567 (free from UK landlines and mobiles)
• By Email: complaint.info@financial-ombudsman.org.uk
• By Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Online: www.financial-ombudsman.org.uk
  
  

You have 6 months from the date of our final response to refer your complaint to the Financial Ombudsman.

4. Your Rights Under the FCA’s Consumer Duty

Under the FCA’s new Consumer Duty, we are committed to acting in your best interest, ensuring you receive good outcomes from our services. Our complaints process aims to meet the high standards set by the FCA by:

• Providing clear, accessible information on how to make and escalate a complaint.
• Resolving issues promptly and transparently.
• Offering a fair and impartial resolution to all complaints.