Members Complaints Procedure

Members Complaints Procedure

Savvi Credit Union wishes that any complaint against the Credit Union be resolved in a fair and equitable manner. In order to achieve this, we ask you to follow the member complaints procedure outlined below.  If you are not satisfied with any aspect of our service, you can tell us about your concerns in any of the following ways:

  • In person– Visit any of our offices in person and speak to a member of staff.
  • In writing– Address your letter to The Complaints Officer, Savvi Credit Union, 56 Sir John Rogerson’s Quay, Dublin 2 or email:
  • By telephone– You can contact us on 01 632 5100

Our Head Office opening hours are as follow: Monday to Thursday: 8.30am to 4.45pm Friday: 8.30am to 4.30pm

How long will it take?

Our aim is to resolve your concern straight away. Where it is not possible for us to resolve your complaint immediately we will adhere to the process outlined below.
Within 5 days If we have been unable to resolve your concern, we’ll write to you to:

Within 20 days In the majority of cases, we’ll resolve your concern within 20 business days. If we haven’t resolved it within 20 days, we’ll contact you (either by phone or letter) to update you with progress and tell you how much longer we expect it to take.
After 20 days We’ll keep you informed on a regular basis until your concern has been resolved. In exceptional circumstances, where your concern is particularly complex, matters may take longer to resolve.
Within 40 days​ In the unlikely event we can’t reach an agreement with you by the end of 40 business days, we’ll send you a ‘Final Response’ letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your concern and an indication of when we expect to reach a conclusion. We’ll tell you about The Financial Services Ombudsman’s Bureau and how you may ask them to look into your concern.

If your complaint relates to a payment service, we will write to you addressing all points raised, within 15 business days of receipt of your complaint. In exceptional situations, if the answer cannot be given within 15 business days, we will write to you no later than 35 business days.

What if you're not happy with our response?

Our aim is that your concern should be resolved as quickly as possible by staff who have the right experience, knowledge and authority.

However, if you’re not satisfied with our action or explanation you can ask for your case to be reviewed at a higher level within Savvi Credit Union.

Our Complaints Committee is a specialist committee who will investigate your concern fully and aim to reply within 2 weeks of the date you contact us. If the investigation is likely to take longer, they will keep you fully informed of progress.

You can write to the Complaints Committee at Savvi Credit Union, 56 Sir John Rogerson’s Quay, Dublin 2. Please quote your member number, complaint reference number (if known), details of your concern and why you are not happy with the response already provided.

What happens if we can't reach agreement?

The Financial Services Ombudsman’s Bureau acts independently of the Credit Union and provides a free service as an impartial adjudicator of unresolved customer concerns.

The Ombudsman can help with most financial complaints. However, there are some limitations on what the Financial Services Ombudsman’s Bureau can look into, and further information about this can be obtained from them directly.

If you wish to ask the Financial Services Ombudsman to review your concern you must do this within 6 years of the conduct complained of.

The address to write to is:

Financial Services Ombudsman’s Bureau
3rd Floor
Lincoln House
Lincoln Place
Dublin 2
Lo-Call 1890 882090

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