Service status

Here you can check whether our services are running as expected. If there are delays, outages or maintenance planned, we will update you on them here.

\

Branches

All branches open. Please wear a face covering, as required by law.

  • Open – Peckham Branch (Head Office)-  Mon-Fri – 9:30-4:30
  • Open – Brixton Branch – Mon-Fri – 9:30-4:30
  • Open – Walworth Road Branch – Mon-Fri – 9:30-4:30
\

Online and mobile banking

A good service with some disruption this weekend

Following a major upgrade, our mobile app and online banking services  are now running. If you are having issues accessing your account on the new system, please follow the instructions in the Support Centre

This Sunday (16 August) external payments and transfers may take longer than usual due to planned upgrade work. You will be able to access your account and arrange a payment or transfer, but the money may not appear in the recipient’s account until Monday morning.

\

Loan application processing

A good service

Following a period of disruption due to coronavirus, loan processing times are now back to normal.

Please allow  7-10 working days for a decision on your application.

\

Membership

Minor delays processing membership applications.

Due to limited staff availability, applications for membership may take slightly longer than usual. Please allow up to 3 weeks for your membership application to be processed and approved.

\

Current accounts

No issues currently reported

\

Telephone help desk

Delays of up to 30 minutes

Following planned upgrade work, we are experiencing significant demand, and waiting times may be  up to 30 minutes. Please accept our apologies.

Please consider sending an email instead. You may also be able to find an answer to your query via our Help Centre.

\

Requests via email

A good service

Additional staff are responding to email, so response times may be significantly faster than calling us, with many queries resolved in under 2 hours if sent within working hours. help@creditunion.co.uk

\

Financial and repayment difficulties?

We are ready to help, but please provide information to avoid delays

We can consider payment holidays or temporary reduction of loan repayment to those adversely affected by the coronavirus crisis.

To assist us in rapidly responding to your request, please email your request to creditcontrol@creditunion.co.uk

Please make sure you include:

  • Evidence of your current income
  • Any additional documentation to help us assess the request, such as a letter from your employer confirming changes to your working hours or employment status.
\

SMS Services

All services now running as normal

If any of our SMS services are not working, this may be because the mobile phone number on your account is out of date or incorrect. If this happens, please contact us to provide your updated mobile number.