Complaints

How to Register a Complaint

We aim to offer our members high quality and value for money services. We can only do this with your help. If we have let you down, please tell us.

Our commitment to you

We will provide you with a copy of our internal complaints procedure on request.

We aim to deal with your complaint as thoroughly and as quickly as possible. If your complaint cannot be resolved immediately, we will tell you when you can expect a response.


Our Complaints resolution time-scales:

1st Stage: Within 3 working days

Eastern Savings and Loans Credit Union aims to resolve complaints to your satisfaction by the close of business on the 3rd working day after the day on which the complaint was recorded.

2nd Stage: Within 7 working days

If the complaint cannot be resolved at the first stage, an interim update will be sent to you within 7 working days of the date of recording the complaint.

3rd Stage: Within 25 working days

After sending an interim update, Eastern Savings and Loans Credit Union will investigate the complaint further and respond fully within 25 working days.

4th Stage: Disputes and Appeal

If you are not satisfied with the final response or you have not received a final response from us within 25 working days of the date on the complaint form, you have the right to appeal to the Board of Eastern Savings and Loans Credit Union within 10 working days of receiving this final response, or the letter advising of an extension to the time for the investigation.

Our Complaints Process 

If you have a complaint, it can be made in writing or verbally to an employee or elected officer of Eastern Savings and Loans Credit Union.

To make a complaint, please call us on 03336 000690 or send us an e-mail at office@eslcu.co.uk or write to:
Eastern Savings and Loans Credit Union, Eastern Savings and Loans, Head Office, 61-63 Austin Street, Ipswich, IP2 8DF

In some cases, if you make a verbal complaint we may ask you to follow up the verbal complaint in writing, to ensure that the correct information is received and properly investigated.

Whichever method you use to contact us, please do ensure you provide the following information.

  • Name, address, and contact details
  • Substance and type of complaint:
  • The problem (including what has happened, when it happened, and the background to the problem if you think it is relevant)
  • what you have done to try and sort it out, and
  • what you want us to do to put things right


If you are dissatisfied with our response

Please write to us at the address above with the words "FORMAL COMPLAINT" in the subject line, providing details of our response and an explanation of why you are still dissatisfied.

An investigation will be carried out by an appointed officer. We will write to you within 7 working days confirming receipt of your formal complaint, and we will respond fully to the complaint within 25 working days.

If the complaint cannot be resolved within 25 working days of the date of the formal complaint, we will send you an interim response which explains the delay, and notify you of when a final response can be expected.


If you are still dissatisfied with the final response or you have not received a final response within 25 working days of the date on the complaint form:

You have a right to appeal to the our Board within 10 working days of receiving the final response or letter advising of an extension to the time for the investigation.

The appeal should be in writing and set out:

  • A summary of the complaint
  • Your opinion of the response received from Eastern Savings and Loans Credit Union
  • Your view of what would be a satisfactory way of resolving the complaint

The board’s decision will be made within 10 working days of receiving the appeal and a written response will be issued to you.

This will be a final determination by Eastern Savings and Loans Credit Union.


If the problem cannot be resolved after the Board appeal:

You have the right to complain to the Financial Ombudsman.  You can read more about how to contact them, including how to raise a complaint, by visiting
the Financial Ombudsman complaints page on their website.