Complaints Policy

Citysave Credit Union is committed to providing an excellent member service. We strive to ensure our service standard meets our Members expectations. If you are not satisfied with the service that we provide, we want to know so we can make sure it does not happen again.

We maintain a record of all complaints and use this information to improve our service to members. We also report all complaints received to the Financial Conduct Authority.

If you have a complaint or a problem with any aspect of our services please let us know and we will try to put it right. Where possible we will resolve your complaint at the point that you make us aware of it, however there may be occasions where some investigation is required. Where we are not able to resolve your complaint straight away, we will acknowledge your complaint within three working days of receipt and provide a final resolution to your complaint within eight weeks.

To raise a compliant you can contact us by telephone on 0121 616 6200, or by email using the address [email protected] – Or you can write to Citysave Credit Union Ltd, The Colmore building, 20 Colmore Circus Queensway, Birmingham B4 6AT

If you are unhappy with our response, then you may be able to refer to the Financial Ombudsman Service. The Ombudsman cannot consider a complaint that they receive more than six months after the date of our final resolution. You can find further information on the website of the Financial Ombudsman Service here:

To contact the Financial Ombudsman Service, you can call 0800 023 4567. You can email the Ombudsman using the address [email protected] – Or you can write to: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.