Complaints Handling

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Complaints Handling 2016-11-21T13:55:12+00:00
Complaints Handling

Introduction

CUSOP (Payments) DAC t/a CUSOP is committed to providing a highly efficient, reliable and secure level of customer service to all credit unions availing of our service.

We are cognisant of the importance of listening to and understanding our customers’ needs to enable us to improve the functionality of CUSOP, ultimately for the benefit of credit unions. To this end, we actively encourage feedback, both positive and negative.

In the event we receive a complaint about any aspect of our service, we will engage with the complainant to ascertain and resolve the complaint as quickly and as efficiently as possible and within the prescribed timeframe as set out below.

How to make a complaint:

To make a complaint, you can contact any member of CUSOP’s staff:

  • By Phone: 01 6146980
  • By Email: info@cusop.ie; or alternatively by post to:
    CUSOP (Payments) DAC,
    33-41 Lower Mount Street,
    Dublin 2

When will I receive a response?

  • We will acknowledge the complaint within 5 working days and will advise of the name of the person handling the complaint, who will act as a point of contact until the complaint has been resolved or cannot be progressed further.
  • We will update you within a further 15 working days of the complaint being made and we will endeavour to resolve the complaint fully within 40 working days.
  • Should you not be happy with the outcome of your complaint and your Credit Union qualifies as a consumer* under the Consumer Protection Code, you may refer the matter to the Financial Services Ombudsman.

Financial Services Ombudsman

The financial Services Ombudsman is a free, independent service that assists in resolving complaints between financial institutions and their customers.

Financial Services Ombudsman’s Bureau
3rd Floor, Lincoln House,
Lincoln Place,
Dublin 2
Phone: 1890882090,
E-mail: enquiries@financialombudsman.ie
Website: www.financialombudsman.ie

*Note: Not all Credit Unions fall within the definition of “Consumer” as set out in the Consumer Code 2012, and which provides for the above Complaint Handling Process.

The Consumer Protection Code 2012 defines “consumer” as:
a) a person or group of persons, but not an incorporated body with an annual turnover in excess of €3 million in the previous financial year (for the avoidance of doubt a group of persons includes partnerships and other unincorporated bodies such as clubs, charities and trusts, not consisting entirely of bodies corporate); or
b) incorporated bodies having an annual turnover of €3 million or less in the previous financial year (provided that such body shall not be a member of a group of companies having a combined turnover greater than the said €3 million);

Click here to view/download the CUSOP Complaints Handling Process document