Who do I contact if I wish to make a complaint?

The Office Manager is:

Cheryl Macfarlane
Highland Communities Credit Union
An Drochaid
Claggan
Inverness-shire
PH33 7BQ
E-mail: info@hccu.co.uk
Telephone: 01397 700746

How is my complaint processed?

All complaints will be acknowledged within three working days.
We will endeavor to handle your complaint within seven days, however if we are unable to resolve your complaint by telephone or e-mail within 7 days then a full written complaint should be submitted.

What happens if I am not satisfied with the handling of my complaint?

You will need to contact the Complaints Officer in writing.
The Complaints Officer will acknowledge any complaint within five working days and ensure that the complaint is dealt within eight weeks of receipt.

What if I am still not happy with how my complaint has been handled?

If you are not satisfied with the Credit Union’s handling of your complaint you may forward your complaint to the Financial Ombudsman Service. A leaflet on the service that the Financial Ombudsman Service offers is available upon request.