A credit union must send a written acknowledgement of a complaint to the complainant 1within five business days1of its receipt, giving the name or job title of the person handling the complaint within the credit union (together with details of the credit union's internal complaint handling procedures).1
A credit union should aim to resolve complaints at the earliest possible stage.
By the end of eight weeks after its receipt of a complaint, the credit union must send the complainant either:
a final response; or
a response which;
informs the complainant that he may refer the complaint to the Financial Ombudsman Service if he is dissatisfied with the delay and encloses a copy of the Financial Ombudsman Service's explanatory leaflet.
even if the credit union has failed to resolve the complaint within eight weeks, the complainant may decide to give the credit union more time before exercising any right he may have to refer a complaint to the Financial Ombudsman Service; and