Complaints
Our Aim
We are committed to providing a high standard of service. If we have not met your expectations, we want to hear from you so we can investigate and resolve your concerns fairly, efficiently, and promptly.
What is a complaint?
A complaint is an expression of dissatisfaction with the provision or refusal to provide, or an aspect of a financial product or service.
Who can make a complaint?
Under Credit Union rules, you can make a complaint if you are;
An existing member
A former member where your account was closed no longer than 6 months ago from date of complaint
An authorised representative for either applicant type
How to make a complaint?
There are several ways you can contact us about your complaint;
- Write: 78 High Street, Kilkenny, Co. Kilkenny, R95 VW29.
- Email: complaints@stcanicescu.ie
- Phone: +353 56 7722042
- In Branch: Speak with a member of staff
- Letter addressed to 78 High Street, Kilkenny, Co. Kilkenny, R95 VW29
- Email complaints@stcanicescu.ie
- Phone call 056-7722042
- In branch with a member of staff
If you wish to make a formal complaint, you have the option to complete the following complaints form. While not mandatory, completing this form can help us to investigate your complaint and identify the root cause more efficiently.
Your complaint can be made in writing or verbally. You do not need to explicitly say the word complaint to be treated as a complaint.
Complaints Process
- You can have your complaint heard by a member of staff and/or the relevant line manager, who will work with you to resolve your complaint
- If you are not satisfied with the resolution provided, you can escalate your complaint for investigation by the complaints officer. This can be done in writing, email, phone calls, or in branch. The complaints officer will investigate the complaint in full and aim to respond every 20 business days and resolve your complaint within 40 business days.
**For current account and debit card related complaints, we will aim to fully investigate your complaint and respond within 15 business days - If you are not satisfied with the resolution provided at this stage, you have the right to refer your complaint to the FSPO (contact details provided below)
Accessibility Requirements
If you require further assistance in handling your complaint, please let us know and we will aim to facilitate this as best we can.
FSPO Rights
If you are dissatisfied with the handling and/or resolution of your complaint, you have the right to refer it to the Financial Services and Pensions Ombudsman.
Please see their contact details below;
- Website: fspo.ie
- Phone: +353 1 567 7000
- Email: info@fspo.ie
- Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Complaint Documents
For your own records, you can download a copy of our complaints handling procedures in full.