Complaints Procedure

Complaints Procedure

Complaints Procedure

Although Link Credit Union Ltd officers will make every effort to provide the best quality of service to its members, complaints may arise from time to time. Link Credit Union Ltd wishes to be seen as member-friendly and to be viewed by all of its members as efficient & fair in all of its dealings with you.

As things may go wrong from time to time, and if you have a complaint about how we have dealt with you, we want you to tell us. We welcome any Complaints you may have as it may help us improve our service to you and other members alike.

Member complaints may include:

  • our service is unduly slow or inefficient,
  • we may have been less than courteous,
  • you think we have discriminated against you,
  • something has occurred in respect of your account which you are not happy with,
  • our failure to offer a product or service to you
  • any other matter.

Any Complaint will be investigated fairly, and in accordance with our Complaints Policy and under rule 160 of the Standard Rules for Credit Unions.

Thankfully, Link Credit Union rarely gets Complaints, but we are keen not to become complacent. If something has gone wrong we want to hear from you, not lose you as a member.

Making a complaint Step 1

Complaints can be made known orally to any Link Credit Union Officer in any of our Credit Union offices. Members will be offered the opportunity to have the complaint handled by our Complaints Officer and in accordance with our Members Complaints policy. The Link Credit Union Officer must

record the complaint in the Members Complaint Register and inform the Members Complaints Officer about the complaint.

Should a member wish to make a complaint in writing, please enclose the complaint in an envelope marked:

F.A.O Complaints Officer,
Link Credit Union,
Main Street,
Kingscourt,
Co Cavan, A82 Y5D5

Complaints can be dropped into any Link Credit Union Office or posted using the address above.

Once a written Complaint has been received the Complaints Officer must record this in the Member

Complaints Register.

Making a complaint Step 2

Where a complaint is made, the Complaints Officer will offer to meet the member in private to discuss the matter. Where the complaint relates to that officer or a decision (s)he has made, another officer will arrange to meet the member.

The member will be given a copy of our Complaint Policy.

Where the complaint cannot be resolved at this meeting to the satisfaction of the member, the complaints officer will ask the member to put their complaint in writing. Within 5 days the complaints officer shall notify the member in writing of the date by which the members complaints committee will investigate, discuss and where possible resolve the complaint. The member will be advised that (s)he has a right to be heard in person by this committee.

The Members Complaints Committee will evaluate the matter and notify the member in writing of its conclusions within 20 business days of the date of dispatch of the letter referred to above.

This letter will also advise them that if they remain unsatisfied they have the right to refer the matter to

  • the Board, at which the member also has the right to be heard; or
  • The Financial Services Ombudsman, a government agency which independently investigates complaints at no charge to the member. The member will be provided with the contact details for this agency.

Financial Services Ombudsman

3rd Floor
Lincoln House
Lincoln Place
Dublin 2

4 Comments

  • Sinead Cottrell Posted June 9, 2018 7:12 pm

    I have emptied my account in New Ross Credit Union. I applied for a small loan and was refused. I have just finished a loan that I get every year and received a letter saying “we have money to lend so if you require a loan, for any purpose, we would love to hear from you”. When I was in with the lending officer an add was playing “we’re local, loyal and lending”. I have never had a late repayment and have even paid my loans early. My circumstances have not changed, so I am flabbergasted why this has happened. For me the Credit Union was always for the ordinary person and they would facilitate you before you had to approach the dreaded Bank. As it happens the dreaded Bank approved me for the same loan straight away. What has happened to the ethos of the Credit Union. After talking to some colleagues they have had similar experiences, to be refused by a certain person only to apply to a different officer and be accepted. To say I’m disappointed is an understatement. I am hoping this query will be taken seriously. Thank you. Sinead.

  • leanne Posted July 19, 2018 1:07 pm

    Hi Sinead,
    Thank you for your comments. I have tried to locate your account here at Link Credit Union and I am unable to find it. I have noticed you mentioned New Ross in your comments. Is this where you would hold your account? Link CU includes 3 Credit Unions Bailieborough, Co. Cavan, Kingscourt, Co. Cavan and Moynalty Co. Meath. New Ross would not be one of our offices. If you could provide me with your accounts details for Link CU then I would be happy to look at your account and the reason for the loan rejection.

    Looking forward to hearing from you

    Leanne Lennon
    Marketing Officer

  • Ilnes Posted July 27, 2018 11:11 am

    I have been paying my loan buy the phone last few months and getting worse and worse just this morning called about ten times and no answer holding me on phone for 20 minutes and then second they answer they hung up on me so wen i call back im 5 person in que so waiting again and same thing hapend.. Most anoyed thing ever i will never take loan from them or anything post or bank much easier and no hassle.. I stoped going in coz they were rude thought phone option was much better but on the end its worse i dont know is it only tallaght west credit union like that or they all. But definitely second i pay loan il never go back there and deal with them..

  • leanne Posted July 31, 2018 3:18 pm

    Hi Ilnes,

    Thank you for your comments. I have tried to locate your account here at Link Credit Union and I am unable to find it. I have noticed you mentioned Tallaght in your comments. Is this where you would hold your account? Link CU includes 3 Credit Unions Bailieborough, Co. Cavan, Kingscourt, Co. Cavan and Moynalty Co. Meath. Tallaght would not be one of our offices. If you could provide me with your accounts details for Link CU then I would be happy to look at your account and any difficulties you have been experiencing with us.

    Thank you

    Leanne

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