Legal
Complaints
We’re committed to giving excellent service. If something goes wrong, we want to put it right quickly. This page explains how you can raise a complaint and what you can expect from us.
How to make a complaint
Online
Use our secure online form to tell us what happened and how we can help to make it right.
By email
Send an email to :
[email protected]Please include your member number and as many details as possible so we can investigate your complaint without delay.
By post
Please write to:
Complaints
London Mutual Credit Union
4 Heaton Road
London
SE15 3TH
London Mutual Credit Union
4 Heaton Road
London
SE15 3TH
What to include in your complaint
Your member number, full name and address
Today’s date
Key facts – include as much detail as you can
Copies of relevant letters or other documents (keep the originals)
What happens next?
1. Acknowledgement
We’ll begin investigating your complaint immediately, and acknowledge receipt of your complaint within five working days
2. Response
If we need more time to investigate, we will confirm when you can expect a response and keep you updated on progress.
3. Resolution
We will aim to resolve your complaint within four weeks
4. Outcome
We will send a final response withina maximum period of eight weeks.
Complaints procedure
For full details of your rights, how to complain, and how you can expect your complaint to be handled, download our full Complaints Procedure
If you're not happy with our response
Financial Ombudsman Service
The Financial Ombudsman Service is independent and free to use. If you’re unhappy with our final response, or we haven’t resolved your complaint within 8 weeks, you can ask them to look into it.
You usually need to contact the Ombudsman within 6 months of our final response.