This chapter applies to all credit unions.
the procedures which a credit union must put in place;
the time limits within which a credit union must deal with a complaint;
the referral of complaints;1
the records of a complaint which a credit union must make and retain; and
This is to ensure that complaints are handled fairly, effectively and promptly, and are resolved at the earliest possible opportunity, thereby minimising the number of unresolved complaints which need to be referred to the Financial Ombudsman Service. This purpose is compatible with the FSA'sconsumer protection statutory objective.