Complaints Procedure
Complaints Procedure
At Palmerstown Credit Union, we strive to meet our member’s expectations by delivering the best possible service. However, there are times when we might not always get it right, or when our service falls short of what you, the member, expect. If you ever have an issue with our service, we would like you to voice your concerns so we can promptly resolve it to your satisfaction.
How to Complain - The Complaints Process
What to do if things go wrong:
Step 1
Raise the issue with any of our staff at 48 Manor Road, Palmerstown, Dublin 20. If they are unable to assist you themselves, they will refer you to the relevant person.
If the complaint cannot be resolved immediately, we will acknowledge your complaint within 5 business days. We will provide you with the name of your point of contact person in relation to the complaint.
Step 2
We will provide you with written updates on the progress of the investigation at intervals of not more than 20 business days from the date on which the complaint was made. We will attempt to resolve the complaint within 40 business days of having received the complaint. If we cannot resolve the complaint within the time frame specified above, we will advise you of the anticipated time frame in which we hope to resolve the matter. At this point we will advise you of your right to refer the matter to the Financial Services Ombudsman and will include information on the contact details for your convenience.
Step 3
Within 5 business days of completion of our investigation we will advise you in writing of
- the outcome of the investigation
- where applicable, the terms of any offer or settlement being made
- that you can refer the matter to the relevant Financial Services Ombudsman and,
- the contact details of such Ombudsman.
Before the Ombudsman will hear a complaint they will have expected that you have followed Palmerstown Credit Unions internal complaints procedure.
We offer many services aimed at improving access to financial services and encouraging financial inclusion.
Staff were absolutely fantastic steered me in the right direction regarding an investment.
Big thanks to Amy for helping me this morning downloading my bank statements very professional in every thing she did 5 stars thanks.
Extremely knowledgeable, helpful and friendly staff. I couldn't recommend this excellent institution highly enough.
Wonderful, efficient and caring staff who listen and want to help people, which is very rare nowadays. Highly recommended. Thank you for your help.
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