Latest News

11 Jul 2024

Member Reminder: Transfers

Bank holiday transfer information

09 Jul 2024

Our Second Winner!

Could it be you next month?

03 Jul 2024

PCU supports St Oliver Plunketts Colour Run

Looked like a fantastic day

02 Jul 2024

PCU donates to Ashgrove Pre-School Playgroup

Local playgroup receives a donation

02 Jul 2024

Office Closure- 12th and 13th July

We will be closed on 12th and 13th July for the bank holiday

02 Jul 2024

4x £100 School Uniform Voucher Member Giveaway

Member draw on Facebook and in office

25 Jun 2024

FREE in office advertising

Open to all local businesses and events

18 Jun 2024

Updating your PCU account details

Come into the office to update your details

12 Jun 2024

Our First Winner!

Could it be you next month?

25 May 2024

CLOSED- Complete our member survey

For those who enter, there will be a choice to enter a draw to win 1 of our 10 local business vouchers (of your choice)

How to Complain

Portadown Credit Union Limited (“the credit union”) aims to provide a first class service to their members at all times that is compliant with credit union policies, procedures and all legal and regulatory requirements and guidance that apply to credit unions.

Our objective is to ensure that complainants (members or non-members) are treated fairly, impartially and with dignity when they have a complaint and to ensure that such complaints are dealt with promptly.

However we recognise there may be occasions when some aspect of its service, procedures or processes will be perceived to have failed to come up to these high standards. This might lead to a complaint.

We welcome the opportunity to put things right for members who are dissatisfied with our service. Feedback will be used to help improve services for all members.

Our complaints procedure is detailed below.

Definition of Complaints and Eligible Complainants

The credit union defines a complaint as:

“Any oral or written expression of dissatisfaction, whether justified or not, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. A complaint can be from, or on behalf of, an “eligible complainant” about a credit union’s provision of, or failure to provide, a financial product or service.”

Making a complaint

A complaint can be received at any place that the credit union conducts business. A complaint can be received by any officer, staff or volunteer of the credit union.

A complaint may be made in writing or orally to an officer or volunteer of the credit union. A complaint can be made in person, by letter, by telephone or by email.

Investigating and Responding to a Complaint

The Complaints Officer is responsible for investigating the complaint and we aim to resolve the complaint to the complainant’s satisfaction as speedily as possible.

  • Within three business days- The credit union aims to resolve complaints to the complainant’s satisfaction by the close of business, three business days after the day on which the complaint was received.
  • Over 3 business days- If the complaint cannot be resolved quickly and within three business days, an acknowledgement will be sent to the complainant.
  • Within 8 weeks- If still unresolved within 8 weeks of receiving a complaint, the credit union will send the complainant: a final response, or a response that explains the delay and advises the complainant when a final response can be expected. The complainant is asked whether they are willing to extend the time for the investigation to be completed. The complainant is advised that if dissatisfied with the delay he or she can refer the complaint to the Ombudsman. A copy of the Ombudsman standard explanatory leaflet and website address of the Ombudsman will be included in the response.
Financial Ombudsman Service

This credit union is covered by the Financial Ombudsman Service (the Ombudsman). If a complainant remains dissatisfied with our final response to their complaint, he or she may refer the complaint to the Ombudsman within 6 months of receipt of the final response. The Ombudsman can be contacted at:

Portadown Credit Union Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. FCA Registration Number 57378

Become a Member

Become a Member

Joining the Credit Union is the best decision you could take for your money. Our Credit Union lets people in the community come together to save and borrow money at low rates, and is operated on a not-for-profit basis.

Why not become a member today?