How to get in touch

If you’d like to contact us, please send an email to loans@creditunion.co.uk and we’ll get back to you promptly.


We pride ourselves on our high quality products and customer service and take your concerns very seriously.

However, there may be times when you feel that our service has fallen below the standard you expect. If this is the case, and you wish to make a complaint, we will do our best to try and resolve the issue.

Where to start

Please write to our Loans Department at loans@creditunion.co.uk with your complaint. We should be able to sort it out quickly. If the matter cannot be resolved to your satisfaction by the staff, please write to the Manager of London Mutual Credit Union Limited, 4 Heaton Road, Peckham, London SE15 3TH.

You may wish to complete our complaints form for the attention of the Manager. Afterwards, your complaint will be acknowledged within 24 hours. If the Manager needs more time to collect information you will receive a letter within 5 working days of your acknowledgment detailing the steps being taken and the expected date of completion. The manager will give a full response within 14 working days. If you are still unhappy or if you feel we have not dealt with your complaint properly, you may request that your complaint be investigated by the Secretary of the Board of Directors.

The Secretary will acknowledge your complaint within 5 working days and a date will be given when the Board will consider the complaint and the expected date that a full response will be given. If you are still not satisfied with the Board of Directors’ response you may request the Supervisory Committee to consider the complaint and the Committee will meet the Secretary of the Board and agree a final response within 14 working days.

Next steps

  • have been unable to resolve your complaint or
  • have not sent you our final response within eight weeks,

You can write to Financial Ombudsman, whose address is:

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR or phone 0845 080 1800. Their fax number is 0207 964 1001.

However, the Financial Ombudsman is not able to deal with your complaint unless you have first given us the opportunity to put things right. We have made our complaints procedure simple to follow, so that you should not have to use a solicitor or seek professional help. If you choose to do this, you will be responsible for the costs.

You can ask for a copy of our Complaints Handling Procedures and the Financial Ombudsman’s explanatory leaflet from London Mutual Credit Union Limited, 4 Heaton Road, Peckham, London SE15 3TH.

What can you do if you are not satisfied with our final response?

If you are not satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS):

South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Tel: 0845 080 1800. www.financial–ombudsman.org.uk

How long do you have to make such a referal?

You have six months from the date of our final response letter to make such a referral. This procedure is described in more detail in the Financial Ombudsman Services leaflet “Your Complaint and the Ombudsman”. This explains the service they offer and how you may proceed.

How will the Financial Ombudsman Service help you?

If your complaint is eligible for further investigation, the FOS will listen to what you say and will listen to what we say and look at all the facts. If they think we have treated you fairly, they will tell you why. If they don't think we have treated you fairly, they can make us put things right for you.

Will my complaint be eligible for investigation by the Financial Ombudsman Service?

Whilst the majority of complaints are eligible for further investigation by the FOS, it is important that you are aware this does not apply in every instance. If you are in any doubt about whether your complaint is eligible for further investigation you should contact the FOS direct to clarify this. Details of the types of complaints the FOS will not consider are given on their website. www.financial-ombudsman.org.uk


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