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Complaints

If you have a complaint...
Capital Credit Union is committed to providing an excellent member service. We strive to ensure our service standard meets your expectations. If you’re not satisfied with the service level we provide we want to know so we can make sure it doesn’t happen again.

What we’ll do to make sure things go right...
At Capital Credit Union we want to make sure that you’re happy with the service you receive. If you have a complaint or a problem with any aspect of our services please let us know and we’ll try to put it right. Your complaint will be dealt with by our designated complaints handler, an independent member of staff who was neither directly or indirectly involved in the situation the complaint relates to. This designated member of staff will acknowledge your complaint within 24 hours of receipt and will aim to resolve your complaint within eight weeks.

If we can’t find a solution together...
Capital Credit Union is a member of the Financial Ombudsman Scheme. If you’re not satisfied with our response you can contact the Financial Ombudsman. This is a free service where an independent review of your complaint will be made, but as we are committed to resolving your complaints quickly and simply, we hope that you never need to use this service.

Contacting us.
To talk to someone about solving a problem or complaint that you may have, simply contact us:

Call us on: 0131 225 9901

Write to us:
Capital Credit Union Ltd
62 Hamilton Place
Edinburgh
EH3 5AZ

Contacting the Financial Ombudsman
If you’re unhappy with how we have resolved your compliant, you can contact the Financial Ombudsman.

Write to:   
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Call: 
0300 123 9 123
0800 0 234 567
switchboard 020 7964 1000
from outside the UK +44 20 7964 1000

Email: complaint.info@financial-ombudsman.org.uk

For more information visit Financial Ombudsman Service website.