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Members Complaints
Procedure

Life Credit Union is always interested in your feedback, positive or negative. It’s how we grow and improve our service both to members and to our community.

It is always our wish that any complaint against the credit union will be resolved in a fair and equitable manner, and to help us achieve this we you to follow the member complaint procedure outlined below.

For a full description of this procedure, please see Rule 159 of the Standard Rules of the Credit Union.

 If you are not satisfied with the service you receive from us you can tell us about it at any time, in one of the following ways:

In Person

Just ask to speak to a member of staff in any of our branches

By Email

Simply email us your concerns to feedback@lifecu.ie

By Phone

Call us on
045 879 622

There are several steps that you can follow to help resolve a complaint, as outlined below:

You should discuss the complaint with a member of the Life Credit Union team who will, where possible, resolve the complaint. In order to adequately address the matter members are asked to put their feedback in writing. 

For escalation purposes please contact: 

John O’Brien for matters related to loans or Darragh Carr for all other matters.

LIFE CU WILL RESPOND TO THE MATTER WITHIN 5 BUSINESS DAYS.

If the complaint is not resolved to your satisfaction, go to Step 2.

Please complete the “Complaints Form” (please request one from any member of the Life CU team) which is pre-addressed the Complaints Officer, Karen Mulligan. You can arrange to meet with the Complaints Officer who will investigate, discuss and, wherever possible, resolve the complaint.

LIFE CU WILL RESPOND TO THE MATTER WITHIN 5 BUSINESS DAYS.

If the complaint is not resolved to your satisfaction, go to Step 3.

You should forward a copy of the “Complaints Form” to the secretary of the credit union who will forward it to a Complaints committee. You will then have the right to be heard by the committee, which will investigate and, wherever possible, resolve the complaint.

LIFE CU WILL RESPOND TO A MATTER AT THIS STAGE WITHIN 10 BUSINESS DAYS.

If the complaint is not resolved to your satisfaction, go to Step 4.

You should request that the secretary of the credit union forward the “Complaints Form” to the Board of Directors of the credit union which will investigate, discuss and, wherever possible, resolve the complaint. You will have the right to be heard by the Board.

LIFE CU WILL RESPOND TO A MATTER AT THIS STAGE WITHIN 20 BUSINESS DAYS.

If the complaint is not resolved to your satisfaction, go to Step 5.

If you are not satisfied with the response you receive at any stage, you can refer your complaint to the Financial Ombudsman.

The Financial Services Ombudsman’s Bureau acts independently of the Credit Union and provides a free service as an impartial adjudicator of unresolved customer concerns.

 

For more information please visit the website https://www.fspo.ie/ and read the guide ‘’Making a Complaint/Query’’ If you wish to ask the Financial Services Ombudsman to review your concern you must do this within 15 working days of the date of the Credit Unions final response letter, in writing to:


Financial Services Ombudsman’s Bureau
3rd Floor
Lincoln House
Lincoln Place
Dublin 2

Key Life Credit Union Contact Information

Postal Address:

Life Credit Union
20 North Main Street
Naas
W91 RV10

Phone: 045 879 622
Email: feedback@lifecu.ie

Alternative contacts:

John O Brien, Lending Manager – jobrien@lifecu.ie
Darragh Carr, Operations Manager – dcarr@lifecu.ie
Karen Mulligan, Chief Executive Officer – kmulligan@lifecu.ie

or 045 888130

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