Complaints - how are these dealt with? 

Complaints by owner-members are governed by firm regulatory procedures, to which the credit union and owner-members must comply. These are set by the UK Financial Ombudsman Service. These give the right to all owner-members to register a complaint. The credit union must have internal procedures in place to deal with complaints within a set timescale for resolution, with the final arbiter being the UK Financial Ombudsman Service and/or the UK Courts.