Customer Feedback and Complaints

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At Advance Credit Union, we are dedicated to serving our 5,000 members with care and commitment. However, we understand that sometimes things may not go as expected. If you are unhappy with the service you’ve received or feel that something hasn’t met your expectations, please reach out to us. We are here to help resolve any issues you may have.

How to Complain?
If we’re unable to resolve your concern to your satisfaction, we encourage you to formally register a complaint. To assist you in this process, we recommend downloading our Complaints Procedure, or we can provide a paper copy upon request.

You can further submit your complaint in the following ways:
1. In-Person: Speak directly with one of our staff or volunteers at our branch.
2. By Mail: Send a letter addressed to:
The Complaints Officer
Advance Credit Union Ltd
200 Sutton New Road
Erdington, Birmingham
B23 6QU
3. By Phone: Call us at 0121 350 8883.
4. By Email: Reach us at complaints@advancecu.org.uk.

Financial Ombudsman Service
If you feel that your complaint remains unresolved after following our Complaints Procedure, you may escalate the issue to the Financial Ombudsman Service. Please note that you must attempt to resolve the matter with us first. For more information, you can visit their website at www.financial-ombudsman.org.uk.

Thank you for your feedback. We value your input and are committed to improving our services.