Tipperary Credit Union
Disputes & Complaints – Statement 2022
Rule 108 of the Standard Rules for Tipperary Credit Union applies to any dispute between the credit union and:
- A member of the credit union in his / her capacity as a member
- Any former member of the credit union (in that capacity) who ceased to be a member of the credit union not more than six months previously
- Any person claiming through any such member or former member (in their capacity as such)
- Any person claiming under these rules
The Board of Tipperary Credit Union has appointed five members of the Senior management team as “Complaints Officers”, and whose duty it shall be to discuss complaints with complainants and where possible to resolve complaints. The following three members of the Senior Management Team in Tipperary Credit Union are the initial point of contact for persons wishing to submit a complaint.
- Ms Joan Richardson – Operations Manager.
- Ms Marie Gaynor – Credit Manager.
- Mr Pat Roche – Regional Branch Manager.
Complaints not resolved by the Complaints Officers, or to the satisfaction of the complainant, should then be addressed, in writing, to the “Complaints Sub-Committee”, who shall investigate discuss, either individually or collectively, and wherever possible resolve the complaint. This Committee comprises the Chair, Vice-Chair, Secretary and CEO of Tipperary Credit Union. The Board is also to be advised of the complaint.
If your complaint relates to the rights and obligations under payment services regulations (PSD2), we will write to you addressing all points raised, within 15 business days of receipt of your complaint. In exceptional situations, if the answer cannot be given within 15 business days, we will write to you no later than 35 business days. In the event the complaint is not resolved to the satisfaction of the complainant, the Board of Directors shall investigate the complaint.
Nothing in this Rule shall prevent the Financial Services Ombudsman from investigating and adjudicating a complaint made against Tipperary Credit Union so long as the complaint falls within the jurisdiction of that Ombudsman and does not relate to a matter that involves only the governance of the Credit Union.
Chief Executive Officer
Dated January 2022
Disputes & Complaints Procedures – Additional Information
- The above Dispute and Complaints Statement is to be typed up on Tipperary Credit Union Headed Note Paper, framed, and hung up in all Tipperary Credit Union Offices, displayed in a prominent position and clearly visible to all members. The dispute and complaints statement and procedure are also to be included on our Web Site (www.tipperarycu.ie)
- The above statement is to be signed and dated by the CEO.
- Complaints received in writing from a member, former member or person claiming through such a member are to be logged in the Complaints Register (Held by the CEO)
- Complaints Officers are the members of the Management Team in TCU (excluding the CEO). Three specified names of the Management Team are to be included in the Disputes & Complaints Statement, being the initial point of contact. The Complaints Sub-Committee in Tipperary Credit Union is the Chair, Vice-Chair, Secretary and CEO.
- The complaints officer (whichever complaints officer is dealing with the initial complaint) shall discuss (in person or over the phone) the complaint with the complainant. Complaint Officers, who are all part of the Management Team in Tipperary Credit Union can co-operate with each other in trying to resolve the complaint, if required.
- If the complaint is not resolved to the satisfaction of the complainant, the complainant shall be asked to submit a written complaint or complete a complaints form, addressed to the Complaints Sub Committee. The Complaints sub-committee (either individually or collectively) shall then investigate, discuss and wherever possible resolve the complaint. The Board is also to be advised of the complaint.
- Rule 108 of the Standard Rules for Credit Union applies. See also Section 125, Part VIII of the Credit Union Act 1997, as amended, in relation to settlement of disputes.
- The Dispute and Complaints Procedure is to be reviewed annually. The instigation, maintenance, reviews, and upgrade of this procedure is the responsibility of the Board of Directors of Tipperary Credit Union Limited. TCU’s Management Team is to assist the Board in this regard.
MAKING A COMPLAINT
Should a person (either an existing member of Tipperary Credit Union or a non-member) wish to make a complaint against the Credit Union or a specific person within the Credit Union on the way they were treated or are unhappy with the service they received or any aspect of the products or services we offer, or for any other matter, then they may inform us by phone or in writing of their complaint. If a complaint is received over the phone, then details must be recorded and kept, and the person advised that they must put their complaint in writing and submit same to the Credit Union. If a complaint is received in writing, a hard copy must be kept, clearly date stamped.
The main point of Contact is the Operations Manager (or any of the specified names shown on the Disputes & Complaints Statement). However, a person may also write to the Secretary of the Board or the Chief Executive Officer.
Contact by Phone:
Freephone: 1800 62 22 62 or (062) 80400
Contact by Post:
Tipperary Credit Union Limited
Operations Manager – Member Services
Contact by e-mail
The following is an outline of how we will deal with a complaint:
- All written (and oral) complaints are to be rooted through the Operations Manager, with a copy given to the CEO. Complaints can also be addressed to any of the Complaints Officers, CEO or Secretary of the Board.
- Complaints received in writing from a member, former member or person claiming through such a member are to be logged in the Complaints Register.
- All written complaints received, in writing, are to be acknowledged within 5 business days. Complaints received over the counter or telephone, are to be dealt with immediately. If required, a complaints officer can meet the person at the counter, or back-office, and discuss and try to resolve the complaint. If not successful, the member is to be advised to address their complaint in writing to the Credit Union. Note: If a member makes an oral complaint, then this complaint should be dealt with immediately, if reasonable and practical. The TCU official should record details of this oral complaint – content, date and time. If the complaint cannot be resolved at the time, then the TCU official should advise the complainant to put their complaint in writing and submit to TCU. However, the oral complaint should be acknowledged, with a follow up letter, e-mail or telephone call to the complainant.
- The Complainant shall discuss (in person or over the phone) the complaint with the complaints officer (whichever complaints officer above is dealing with the initial complaint). Complaint Officers, who are all part of the Management Team in Tipperary Credit Union can co-operate with each other in trying to resolve the complaint, if required.
- Tipperary Credit Union’s Complaint Officers will aim to complete an investigation into a complaint and respond to the complainant within a period of 20 business days. The complainant has the right to respond to the findings of the investigation. Note also complaints procedures under GDPR and PSD2 legislation.
- Following a review of any responses received from the complainant (in relation to the investigation findings outlined in paragraph 5 above) TCU will issue a Final Response letter outlining our findings within five business days. This will cover:
- the outcome of the investigation
- where applicable, the terms of any offer or settlement being made.
- that the complainant can refer the matter to the relevant Financial Services Ombudsman
- the contact details of such Ombudsman
Before the Ombudsman will hear a complaint, they will have expected that the Complainant has followed Tipperary Credit Unions internal complaints procedure.
- If the complaint is not resolved to the satisfaction of the complainant, the complainant shall write to the Credit Union or complete a complaints form, addressed to the Complaints Sub Committee. The Complaints sub-committee shall then investigate, discuss and wherever possible resolve the complaint. If not resolved, the full board of directors shall then investigate, discuss and wherever possible resolve the complaint.
- If the complaint is not resolved by the Complaint’s Officers, the Complaints sub-committee will aim to complete their investigation within a further period of 20 business days. However, should TCU be unable to respond within this timeframe, TCU will write to the complainant with regular updates at least every 20 business days, explaining the reasons for the delay.
- In the unlikely event that 40 business days have elapsed since receipt of a complaint and the investigation is still ongoing, the complainant will be advised of the anticipated timeframe within which we hope to have the complaint resolved. Also, the person should be advised, at this point, that they are entitled to refer the matter to the Financial Services Ombudsman (see address below)
Financial Services Ombudsman’s Bureau,
3rd Floor Lincoln House
Lo Call: 01 567000
Payment Services Directive 2 (PSD2)
- PSD2 sets out requirements for dispute resolution between Payment Services Providers (PSPs), which includes Credit Unions, and consumers, including revisions to timeframes under which complaints related to payments services must be resolved.
- Under the 2018 Regulations, Tipperary Credit Union will give a full written response to complaints that involve rights and obligations under PSD2 within 15 business days. In exceptional situations, if an answer cannot be given within the 15 business days for reasons beyond the control of Tipperary Credit Union, a holding reply will be issued, informing the member of the reason for the delay and specifying the deadline by which they will receive a final reply. At the latest, Tipperary Credit Union must have provided this final reply within 35 business days of the initial complaint being received.
- Tipperary Credit Union will inform the member of their right to refer their complaint to the Financial Services and Pensions Ombudsman (FSPO) in situations where they are unhappy with the outcome of the resolution process. Members will only be able to refer the matter to the FSPO 35 business days after Tipperary Credit Union has received their complaint, or after 15 business days where they have not received a holding response.
- This policy & Procedure is to be reviewed on an annual basis.
- This Policy is the responsibility of the Board of Directors of Tipperary Credit Union Limited.