How to make a complaint

We are committed to delivering an exceptional experience that is friendly, approachable and clear to all of our members.

However, we understand you may feel they have not had a positive experience with us. We are committed to learning from our members’ feedback, so do get in touch if you would like to make a complaint.

You can get in touch with us to log your complaint the following ways:

By email: info@gwcu.org.uk 

By phone: 0117 9247309, Monday-Friday, 8.30am-4.30pm

By post: Great Western Credit Union Ltd, 2 York Court, Upper York Street, Bristol, BS2 8QF

When logging your complaint, please title your email ‘complaint’ and try to give us as much detail as you can so we can fully understand your issue. This will help us progress your complaint clearly and quickly. We will aim to address your complaint within eight weeks. If in the unusual circumstance where the complaint is going to take longer than 8 weeks to address, we will be in touch to let you know when you can expect a response.

We hope to deliver a response that addresses your concerns and leaves you feeling reassured. However, if we haven’t been able to resolve your complaint within eight weeks, or you are unhappy with our final response you can contact The Financial Ombudsman Service (FOS) and ask them to look at your case for free.

Contact the Financial Ombudsman Service at:

The Financial Ombudsman Service

Exchange Service

Harbour Exchange Service

London E14 9SR

Phone: 0800 023 4567 / 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

For more information, visit: www.financial-ombudsman.org.uk