Tel: 0151 258 1014 Email:

19 August 2017
Service Standards

Our Commitment to you ........

We will provide advice, information and access to financial products to our members.

About These Service Standards

This leaflet tells you what you can expect from us when you are using our services.

There are two types of service standards:

  • Our general customer service standards. They cover the standards you can expect from all Partners Credit Union services
  • The service standards for our Loans

These service standards have been developed in consultation with our staff and our customers. We will monitor our performance against these service standards and share the results annually, usually in our Annual Report. We will review the service standards annually.

General Customer Service Standards

Our general customer service standards are to:

  • Answer all phone calls within 6 rings. The person who answers the phone will give our company name and their own name. If the call goes to voicemail, this indicates that all our staff are busy, however your message will be picked up as soon as possible and your call returned.
  • Deal with phone calls immediately or, where this is not possible, call you back within 1 hour or at an agreed time (if we transfer your call, we will tell the other member of staff your name and why you are calling)
  • Acknowledge your letters or e-mails within 3 working days and reply within 10 working days (if we need to follow with a more detailed reply, we will let you know when to expect it).
  • Send forms or information leaflets you ask for within 3 working days
  • Provide you with clear and relevant advice and information in response to your query
  • If you have a face to face appointment, you will be seen within 10 minutes of your appointment time. If this is not possible then a staff member will inform you when you are likely to be seen
  • If you call in and no appointment is required, you will be seen by a member of staff usually within 15 minutes. If this is not possible then a staff member will inform you when you are likely to be seen.
  • If your enquiry means that you need to see one of our advisors then we will offer you an appointment within 5 working days. This may be at any of our branches.
  • We will provide all of our members with equal access to our services. We will not discriminate against anyone because of their age, disability, gender, race, religion or sexual orientation.

We will:

  • Treat you with respect and deliver our services in a way that meets your needs
  • Train all our staff in equality and diversity issues
  • Ensure that no one receives less favourable treatment than anyone else
  • Act quickly and firmly against any kind of discrimination
  • Make sure our offices are accessible
  • Use written and spoken language that is clear and easy to understand
  • Provide you with written documents that are easy to read
  • Collect and monitor information about customer satisfaction and the profile of our members and use this information to improve our services
  • Assess the impact of our policies and services and make changes if they are found to be treating anyone unfairly.

Loan Service Standards

  • All loans are authorised and processed by an approved Loan Officer and granted as per our Loan Policy.
  • If you want to find out if you are eligible for one of our loan products, then you should speak to one of our Loan Officers at any of our branches. Loans can be discussed over the telephone but if you wish to go ahead with your application please call in  or apply via post or email.
  • If your loan application is refused, then you will be informed within 3 working days and you will be given a reason for the refusal.
  • Our Loan Officers will explain the steps of the process clearly and tell you what will be happening next.
  • Your Loan Officer will make sure you are given clear information and their name. This person will generally be your contact throughout the whole process.
  • From receipt of application to payment of the loan will take between 7-10 working days.

Can you work with us to make the services better?

If you have any ideas or suggestions about how we could improve any of our services or just want to find out what we do, then please contact us.

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