Find out more about our complaints process
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Complaints Procedure

At Wexford Credit Union, we are committed to providing an efficient, fair, and friendly service to all our members. However, we understand that things may occasionally go wrong. If you have a concern about how we’ve handled any aspect of our service, we want to hear from you.

When to Make a Complaint

You may wish to make a complaint if:

  • Our service was unduly slow or inefficient
  • You felt we were less than courteous
  • You believe you were treated unfairly or discriminated against
  • Something has occurred with your account that you’re unhappy with
  • Your application for membership or a loan was declined
  • You have any other concern regarding our service

How to Make a Complaint and Our Complaints Process

In person

In person at our office.

Online

Online using the complaint form below.

By Post

By post, by downloading the complaint form from our Downloads section and returning it, addressed to the Complaints Officer.

Initial Resolution

Please first raise your complaint with any of our member-facing staff, who will do their best to resolve the issue informally and promptly.

Escalation to Complaints Officer

If the issue remains unresolved, it will be referred to one of our Complaints Officers for further investigation.

Formal Complaint Submission

If you're still not satisfied, please submit a formal complaint using one of the methods listed above.

What You Can Expect From Us
Complaints Procedure - Wexford Credit Union Ltd
  • We will acknowledge your complaint in writing (by post or another durable format) within 5 business days of receiving it along with details of the complaints process.
  • Where the complaint cannot be resolved following an investigation conducted by WCU’s Complaints Officer, the complaint may then be referred to WCU’s Complaints Committee to review and assess.
  • If still unresolved, you will be informed of your right to refer the matter to the Board of Directors, in accordance with Rule 108 of the Standard Rules of the Credit Union for all services, excluding Lending, where the complaint will be finalised at the Complaints Committee stage
  • If we require additional time beyond the standard timeframes, we will explain why and inform you of what additional time will be required by the credit union to resolve your complaint.
  • If the complaint still remains unresolved, we will advise you of your right to escalate the matter to the Financial Services and Pensions Ombudsman (FSPO).

Please note: Different procedures and response times may apply for SMEs, payments, mortgages, and debit card-related complaints. Full details are available in our Complaints Policy (see Downloads).

Unresolved Complaints

If we have fully exhausted our internal complaints process and you are still dissatisfied with the outcome, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) — an independent, government-backed service that investigates complaints free of charge.

FSPO Contact Details:
Address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2
Phone: (01) 567 7000
Email: info@fspo.ie
Website: www.fspo.ie

Make a Complaint

Complaints Form
Complaint Category (select all relevant to your complaint)
Do you want the complaint to go through the complaints process?
Data Consent

Wexford Credit Union will process your personal information in order to respond to and manage your complaint in line with our Fair Processing Notice.

If you would like more information please contact Wexford Credit Union today.

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