Members Complaint Procedure
It is the aspiration of Tipperary Credit Union that a complaint against the credit union will be resolved in a fair and equitable manner. In order that this is accomplished the following is the procedure which you should follow in order to have your complaint/dispute, in your capacity as a member, settled. For a full description of this procedure, please see Rule 109 of the Standard Rules of the Credit Union.
Step 1. The complainant discusses the complaint with the complaints officer of the credit union who will, where possible, resolve the complaint. The complaints officer is the Operations Manager.
If the complaint is not resolved to the satisfaction of the complainant:
Step 2. The complainant completes the “Complaints Form” which is available from the credit union office. The complaint will be referred to the Complaints Committee which will exclude the complaints officer or anyone officer who is party to the complaint. The complainant shall have the right to be heard by the committee whose duty it shall be to investigate, discuss and, wherever possible, resolve the complaint. The decision of the Complaint Committee is final.
If the complaint is not resolved to the satisfaction of the complainant:
Step 3. In the event that a complaint is not resolved to the satisfaction of the complainant, the complainant may refer the complaint to the Financial Services & Pensions Ombudsman, or other adjudication body as appropriate.
Note: Nothing in Rule 109 shall prevent the Financial Services and Pensions Ombudsman from investigating and adjudicating a complaint made against a credit union about the provision of, or failure to provide, a financial service, so long as the complaint:
(a) falls within the jurisdiction of that Ombudsman, and
(b) does not relate to a matter that involves only the governance of the credit union.
In accordance with the Credit Union Act, 1997 (as amended), because the Rules of the credit union give directions as to the manner in which disputes are to be decided, every dispute to which the credit union is a party shall be decided in that manner. Thus a dispute by a member against the credit union under a contract constituted by the Rules of the credit union may not normally be referred to the courts and must be dealt with in accordance with the complaints procedure.
Tipperary Credit Union Disputes Statement
Tipperary Credit Union Limited 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 (member 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. In order that this is accomplished the following is the procedure which you should follow in order to have your complaint / dispute settled. For a full description of this procedure, please see Rule 109 of the Standard Rules of the Credit Union.
Step 1. The complainant discusses the complaint with the complaints officer of the credit union who will, where possible, resolve the complaint. The complaints officer is Joan Richardson (Operations Manager).
If the complaint is not resolved to the satisfaction of the complainant:
Step 2. The complainant completes the “Complaints Form” which is available from the credit union office. The complaint will be referred to the Complaints Committee which will exclude the complaints officer or anyone officer who is party to the complaint. The complainant shall have the right to be heard by the committee whose duty it shall be to investigate, discuss and, wherever possible, resolve the complaint. The decision of the Complaint Committee is final.
If the complaint is not resolved to the satisfaction of the complainant:
Step 3. In the event that a complaint is not resolved to the satisfaction of the complainant, the complainant may refer the complaint to the Financial Services & Pensions Ombudsman, or other adjudication body as appropriate.
Note: Nothing in Rule 109 shall prevent the Financial Services and Pensions Ombudsman from investigating and adjudicating a complaint made against a credit union about the provision of, or failure to provide, a financial service, so long as the complaint:
(a) falls within the jurisdiction of that Ombudsman, and
(b) does not relate to a matter that involves only the governance of the credit union.
In accordance with the Credit Union Act, 1997 (as amended), because the Rules of the credit union give directions as to the manner in which disputes are to be decided, every dispute to which the credit union is a party shall be decided in that manner. Thus a dispute by a member against the credit union under a contract constituted by the Rules of the credit union may not normally be referred to the courts and must be dealt with in accordance with the complaints procedure.
Signed: Mícheál Moloney, CEO
Date: 20th May 2025