Member Charter

Carrickmacross Credit Union Member Charter 2018

Carrickmacross Credit Union is committed to providing you with excellent advice and service. This Charter explains what you can expect from us.

Friendly Service

We will:

  • Greet you politely
  • Identify ourselves
  • Speak plainly
  • Listen carefully to your needs
  • Provide you with up-to-date information
  • Advise you of other products or services that may benefit you
  • Give you a name or call back reference number for further contact
  • Adhere to our service standards

Honesty and Integrity

We will:

  • Be reliable and professional at all times
  • Treat you with respect and dignity
  • Record information accurately and store it safely
  • Let you know the reasons for our decisions
  • Explain how you can seek a review if you are unhappy with a decision we make

Prompt Service

We will:

  • Assist you as quickly as possible, using timely and effective communication
  • Keep appointments
  • Explain how we will make a decision about your enquiry or application, and when you can expect an answer
  • Contact you directly by telephone or in writing when a decision is made
  • Respond to your written enquiries promptly
  • Respond to telephone and electronic messages promptly
  • Tell you when problems will be rectified

Fairness

We will:

  • Inform you of your rights
  • Apply our policies fairly
  • Respect your privacy
  • Aim to respect cultures
  • Not discriminate against you
  • Comply with the Credit Union Act 1997
  • Comply with regulation and legislation required by The Central Bank of Ireland

How you can help us

We ask you to:

  • Treat our staff politely and with respect
  • Let us know if you cannot keep an appointment
  • Tell us if you cannot meet your repayment obligations
  • Provide up to date Identification, proof of address and PPSN
  • Respect property owned by Carrickmacross Credit Union
  • Behave in a manner which is not aggressive or offensive
  • Let us be the first to know if you are unhappy with our service
  • Conduct your business with us ethically and honestly

Improving our Service

We will:

  • Ask you how we can improve our customer service
  • Act on the feedback you give us
  • Give our staff the skills and training to provide better service for you

Reviewing our Member Charter

We agree to:

  • Review our Member Charter annually
  • Make changes when necessary
  • Communicate changes to our Charter
Please tell us if we have not met these service standards.