Member Complaints Procedure
Member Complaints Precedure
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 109 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:
Life CU Lending manager for matters related to loans or
Life CU Operations Manager for all other matters.
Life CU will acknowledge the matter within 5 business days of receipt of the complaint, and will respond within 10 business days of receipt of the complaint.
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 to the Complaints Officer, Life CU CEO.
The CEO of the credit union will forward it to the 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 the matter at this stage within 15 business days of receipt of the Complaints Form from the Complaint's Officer.
If the complaint is not resolved to your satisfaction, go to Step 3.
The matter in dispute may be referred, at your discretion, to the Financial Ombudsman.
If more than 8 weeks from the date of your complaint has passed and you haven’t received a final
response,or you are dissatisfied with the final response you have received or at any stage of the process
you can write to the Financial Services’ Ombudsman.
A decision by the Ombudsman shall be binding and conclusive on all parties without appeal.
Key Life Credit Union Contact Information
Life Credit Union
20 North Main Street
Naas
W91 RV10
Phone: 045 879 622
General Life CU enquiries to info@lifecu.ie
Alternative contacts:
John O Brien, Lending Manager – jobrien@lifecu.ie
Darragh Carr, Operations Manager – dcarr@lifecu.ie
Michael Connolly, Chief Executive Officer – mconnolly@lifecu.ie
The Financial Ombudsman
Postal Address:
Financial Services Ombudsman
3rd Floor
Lincoln House
Lincoln Place
Dublin 2
For more information, please visit the website www.fspo.ie and read the guide; ‘’Making a Complaint/Query’’.
