Member support
Complaints Policy
We take complaints seriously. This policy explains how to raise a concern, what information helps us investigate and when you can expect a response.
Last reviewed: June 2026
Our approach
We aim to provide an outstanding level of service to existing and prospective members. We recognise that you may sometimes be dissatisfied with an area of our service or working practices. You have the right to make a complaint verbally or in writing.
Information that helps us investigate
- Your name and membership number, where applicable
- Your telephone number, email address or postal address
- What happened, including relevant dates, times and names
- The effect on you, such as financial loss, inconvenience, distress or concerns about behaviour
- What you would like us to do to resolve the matter
How to make a complaint
- Speak to a member of our team face to face or call 01244 399006.
- Email info@cheshirecombank.co.uk with “Complaint” in the subject and include your name and membership number.
- Write to Cheshire Community Bank, 12–16 Brookdale Place, Chester, CH1 3DY.
By the next business day
We aim to resolve complaints to your satisfaction by the close of business on the business day after the complaint is received. If this is not possible, the formal process below applies.
Within four days
If the complaint cannot be resolved quickly, we will send an acknowledgement within four days of receipt. This will include either a final response or a holding response explaining why the complaint has not yet been resolved and when we will contact you again.
Within eight weeks
If a complaint remains unresolved after eight weeks, we will send either a final response or an explanation of the delay and an indication of when a final response is expected.
Where appropriate, we will ask whether you agree to an extension. We will also explain your right to refer the matter to the Financial Ombudsman Service if you are dissatisfied with the delay and provide the relevant explanatory information.
Our final response
We intend to provide a satisfactory final response within eight weeks of receiving a complaint. The response will normally include:
- A summary of the complaint and our investigation
- Our findings and view of the issues raised
- Whether we acknowledge any fault
- Details of any redress or offer made to settle the complaint
- Your right to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied
- Information about the Financial Ombudsman Service
Financial Ombudsman Service
If you are eligible and remain dissatisfied after our final response, or if we have not resolved the complaint within the applicable time limit, you may be able to refer it to the Financial Ombudsman Service.
Visit financial-ombudsman.org.uk for current contact details, eligibility rules and referral deadlines.
Regulatory basis
Our internal complaints procedure is intended to comply with the Financial Conduct Authority’s complaint-handling requirements, including the relevant provisions of the FCA Handbook.
Need help with this policy?
Contact our team if you need this information in another format or would like us to explain any part of it.
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