Making a Complaint

Do you think we could provide better service?


How to contact us

If you’re unhappy with our service please let us know to give us the opportunity to rectify it. 

In personYou can visit us at Slater House, Oakfield Road, Cheadle Royal Business Park, Cheadle, Cheshire, SK8 3GX
By phoneYou can call us on 0161 741 3160*
By emailEmail us at
By letterYou can write to us at the address provided above or we will send you a complaints leaflet for you to fill in. If you wish to post your complaint to us you can do so for free by sending it to our freepost address:
No1 CopperPot Credit Union
Slater House

*01 numbers cost no more than a national rate call and are included in ‘inclusive minutes’ for mobiles.


What do we need to know?

  • Your full name, address, member number and contact details.
  • A brief summary of your complaint.


What will we do next?

We will always aim to resolve complaints immediately but in some cases we may need to investigate further.

Time scalesStages
By day 5If we haven’t managed to resolve your complaint by the close of business on the third business day following the day on which it was received, we’ll contact you with an update/acknowledgement.
By 4 weeksIf we’re still investigating your complaint in 4 weeks, we will contact you to let you know.
By 8 weeksWe will send you a final response within 8 weeks, however our aim is to resolve your complaint well before this.


What if you are not satisfied with our proposal?

No1 CopperPot Credit Union is a member of the Financial Ombudsman Service, which offers an independent review service. So, if you’re still not happy with the agreement we have proposed, you can ask the Financial Ombudsman Service to look at your case for free.

How to contact the Ombudsman:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4 567


What happens then?

We will co-operate fully with the Ombudsman who will collect all the information together and will decide on the best way forward. We will honour the Ombudsman’s decision whatever the outcome.