Complaints Handling
We strive to provide excellant service and treat all our customers fairly. However, sometimes we may get it wrong and you could feel you did not get the service you expected.
When this happens we want to know
If you have a complaint or grievance you should contact our Head Office and speak to a member of our team. We will respond to your complaint and attempt to resolve it. If we cannot resolve it straight away we will inform you of the steps we will take. We will confirm this in writing.
We aim to resolve all complaints within 4 weeks or receipt. More difficult cases may take longer.
If a case has not been resolved within eight weeks or you are not satisfied with the outcome, you have the right to take your complaint to the Financial Ombudsman. Click on the image above to be directed to their service.
MoneyWise is covered by the Financial Services Compensation Scheme (FSCS).
The FSCS can pay compensation to depositors if a credit union is unable to meet its financial obligations. Most depositors, including most individuals and small businesses, are covered by the scheme.
In respect of deposits, an eligible depositor is entitled to claim up to £85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £85,000 each (making a total of £170,000) The £85,000 limit relates to combined amount in all the eligible depositor's accounts with the credit union, including their share of any joint account, and not to each separate account.
For further information about the scheme (including the amounts covered and eligibility to claim) please call us on 0191 276 7957
Refer to the FSCS website or call 0800 678 1100.
MoneyWise is Authorised and Regulated by the Financial Services Authority. No 213486
As a company limited by guarantee its Directors have all passed the 'Fit and Proper Person' Test as required by the FSA
Information held by the FSA on MoneyWise can be viewed here
MoneyWise is subject to the Data Protection Act No. Z8457741
We make every effort to protect information of our members and do not pass on any details to other organisations without the specific instruction of a member
