Crownsavers Credit Union is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. We are also a member of the Financial Services Compensation Scheme (FSCS) and the Financial Ombudsman Service (FOS).
PRUDENTIAL REGULATION AUTHORITY (PRA) AND FINANCIAL CONDUCT AUTHORITY (FCA)
All UK credit unions are authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. The FCA and the PRA supervise us to ensure we are meeting our regulatory requirements. Our Firm Reference Number (FRN) is 214295 and you can see us on the Financial Services Register.
Crownsavers Credit Union is governed by volunteer Board of Directors, who are elected by the membership at Annual General Meeting (AGM). In addition to the Board of Directors, we also have a volunteer Internal Audit Committee. All Directors and Committee Members are individually approved by the PRA & FCA and are known as an “Approved Persons”. The Senior Managers are also “Approved Persons” with role-specific functions.
We use professionally qualified External Auditors who work in conjunction with our Internal Audit Committee to carry out an annual audit plan. We also have External Auditors that perform an annual inspection of the credit union’s business and report to the membership at the Annual General Meeting each year.
Crownsavers Credit Union has a dedicated Compliance Manager who is in regular contact with our regulators and the Board of Directors and is responsible for ensuring the credit union complies with regulatory and legislative requirements.
Credit unions are required by law to maintain an insurance policy to protect the credit union and its members against fraud or theft. We currently hold this policy with CUNA Mutual Group Limited to provide members with reassurance that their savings are not at risk.
FINANCIAL SERVICES COMPENSATION SCHEME
Crownsavers Credit Union is covered by the Financial Services Compensation Scheme (FSCS). This scheme was set up to provide a safety net should a bank, building society or credit union become insolvent. The FSCS is funded by the financial services industry most depositors – including most individuals and small businesses – are covered by the scheme.
In respect of deposits, an eligible depositor is entitled to claim up to £85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £85,000 each (making a total of £170,000). The £85,000 limit relates to the combined amount in all eligible depositor’s accounts with the credit union, including their share of any joint account, and not to each separate account.
For further information about the scheme (including the amounts covered and eligibility to claim) please ask at your credit union, call 0800 678 1100 or 0207 741 4100, or refer to the FSCS website www.fscs.org.uk.
At Crownsavers Credit Union we believe in building and maintaining strong relationships with our members. We do understand that sometimes things can, and do, go wrong and when this happens we encourage members to tell us about it so we can aim to put things right. Our complaints procedure is simple and confidential. If you want to make a complaint you can get in touch in the way that suits you and we’ll look into the problem.
Our commitment to you:
- We promise to handle complaints fairly, consistently and quickly
- We welcome any opportunity to put things right for members who are dissatisfied with our service
- We will use members’ feedback to help improve services for all members
By phone: Call us on 0208 698 2996
In person: Visit our office and speak to a member of staff.
In writing: Crownsavers Credit Union, 20 Catford Broadway, Catford. LONDON. SE6 4SN.
If you’re still not happy, or If we can’t put things right to your satisfaction, you can ask the Financial Ombudsman Service to look at your complaint – provided you have tried to resolve the matter directly with us first. We hope you won’t need to contact the Financial Ombudsman Service but if you do, please find some further information below along with their contact details.
Financial Ombudsman Service
The Financial Ombudsman Service (FOS) was set up to help settle individual disputes between consumers and financial firms. The Financial Ombudsman Service will only look at complaints if the firm has had the opportunity to investigate the complaint first and provide a response.
If you are not happy with a final response given to a complaint or if no final response has been provided within an 8 week period from the date of initial complaint, you are the eligible to contact the Financial Ombudsman Service and request they investigate the matter on your behalf. No charge will be made for this and any decisions made will be binding on the financial institution concerned.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON E14 9SR
Telephone: 0845 0801 800
Email them at firstname.lastname@example.org
Visit their website at www.financial-ombudsman.org.uk
For full details of Crownsavers’ complaints process, please click here for our compalints procedure
E-signature is a new encrypted way secure to sign your loan agreement and complete the paperwork for your application.
E-signature documents are sent as a secure encrypted attachment to an email address, and require an access code to open them.
First, your loan agreement will be sent to you using the email address we hold on your account. This will be the email address you provided before. This step is very important thus if you have changed your email address, let us know as soon as possible.
You will also receive an access code which will be sent by text message to your mobile phone number held on file.
If you have any questions at all, please contact us or click here.
Open Banking was set up by the UK Government to encourage more competition and innovation in the financial services sector.
Open Banking is the secure way of providing access to your bank or building society account to providers who are registered for this purpose. Registered providers and participating banks and building societies are listed under the Open Banking Directory.
Further information about Open Banking is available from www.openbanking.org.uk.
We will seek your sign authorisation before using Open Banking, the information we then collect from our Open Banking Partner will not be shared with any outside organisation.
This information will be used to help us to review your loan application.
Your Open Banking information will be kept for the financial regulatory period
Crownsavers Credit Union has partnered with Lendingmetrics to offer our members Open Banking facility for their loan application.