Make a Complaint

We’re committed to giving excellent service. If something goes wrong, we want to put it right quickly. This page explains how you can raise a complaint and what you can expect from us.

How to make a complaint

We aim to deal with your complaint as thoroughly and as quickly as possible.  If we cannot resolve your complaint immediately, we will tell you when to expect a response and keep you updated on progress.  We aim to acknowledge your complaint within seven days and resolve it within a maximum of eight weeks.

By telephone

Call us on 02920 883 751

By email

Send an email to:

info@smartmoneycymru.co.uk

Please include your member number and as many details as possible so we can investigate your complaint without delay.

By post

Please write to:

Complaints

Smart Money Cymru Community Bank

64-66 Cardiff Road

Caerphilly

CF83 1JQ

What to include in your complaint:

  • Include your full name, address and any reference number – such as your account or membership number at the top of the letter
  • Insert the date at the top of the letter – this will help you to keep a record of when you made your complaint and the length of time before you receive a response
  • Write a brief summary of your complaint at the beginning of the letter
  • List the facts clearly and in a sensible order; by date or time order can be useful
  • Do not go into too much detail and avoid repetition
  • Send photocopies of any relevant documents – but make sure you keep originals
  • Keep a photocopy of every letter you write

Complaints Policy

For full details of your rights, how to complain, and how you can expect the complaint to be handled, download out full Complaint Policy below:

Complaints Policy