Complaints

Making a Complaint

We aim to offer our members high quality, value for money services at all times. If for any reason anyone is unhappy with our service or the conduct of our officers, employees or volunteers we encourage them to let us know. This facilitates continuous improvement in our service delivery to all members of Beacon Savings & Loans.

“A Complaint is an expression of dissatisfaction, whether written or oral, about a service that the Credit Union has provided, or failed to provide that has resulted in a financial loss, material distress or material inconvenience, or the potential for such loss or inconvenience to occur.

A refusal of a loan application is not a valid complaint unless the complainant can demonstrate they have been treated unfairly or in a discriminatory manner.”

You can make your complaint known to us in a number of ways

In person at one of our branches – Beacon Savings & Loans, 115 River Walk, Runcorn Shopping City, Runcorn, WA7 2BX or 110 Widnes Road, Widnes, WA8 6AX
Over the phone – 01928 790571 or 0151 257 8753
By Email – info@WeAreBeacon.com
In writing to – Beacon Savings & Loans, 115 River Walk, Runcorn Shopping City, Runcorn, Cheshire, WA7 2BX
On this page – You can complete the form at the bottom of this page.

What we will do

We want to resolve your issue as quickly as possible, we usually do, however, more complex problems may involve conducting an investigation.

Review you complaint

We will review your complaint in a fair, impartial and timely manner.

We will write to you within 3 working days from the date your complaint was received.

Send a letter

If your complaint has not been satisfactorily resolved, you will receive a letter from us confirming that your complaint is being looked into.

Within 8 weeks from the date your complaint was received.

You will hear something in 8 weeks

All complaints should be resolved within 8 weeks and you will receive a copy of the resolution in writing for your records.

If this is not possible within 8 weeks, we will write to you to let you know why we have not resolved your issues and when we expect to issue you with a final response.

Not Satisfied? Financial Ombudsman Service (FOS) – Your rights

If you are unhappy with the resolution we offer, or we have not provided a resolution within 8 weeks from the date we received your complaint, you can escalate your complaint to the Financial Ombudsman Service.

FOS is an impartial organisation who mediates on complaints between companies and their customers. Their contact details and guidance for complaints are below:

Website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm
Telephone: 0300 123 9123 or 0800 023 4567
Postal Address: Financial Ombudsman Service Exchange Tower London E14 9SR

Please note – If you wish to escalate your complaint to the Financial Ombudsman Service, please try to do so withing 6 months of the date on your Final Response or 8 weeks letter, as they can reject any complaints they receive after this time.

Your satisfaction matters to us. If something’s not right, let us know immediately. We appreciate your feedback and are dedicated to resolving any issues. Your suggestions help us improve and ensure that all Beacon Savings & Loans members have a great experience.