Complaints Policy

Policy Statement

The Barbados Public Workers’ Co-operative Credit Union Limited (BPWCCUL) and its subsidiaries, CAPITA Financial Inc and CAPITA Insurance Brokers, hereinafter called “Companies within the Group” or “The Group” seek to maintain and enhance their reputation of providing their valued customers with high quality financial products and services.  We value complaints as they assist us with improving our products, services and customer experience.

All customers have the right to raise concerns and make legitimate complaints with the expectation that any issues raised will be handled in a fair, confidential and responsive manner, free from repercussion or prejudice.

We will continuously strive to provide a level of service that does not attract complaints; however in instances where customers are dissatisfied, we will take all necessary steps to achieve a resolution.

 

HOW A COMPLAINT CAN BE MADE

All complaints must be made in written form to be investigated and resolved and can be submitted through the following mediums:

• By completing a feedback form on our website
• By contacting us on our Hotline number: 1 246 622-9270 during working hours.
• By writing to us at:

Service Quality Department

Barbados Public Workers’ Co-operative Credit Union Limited

Olive Trotman House

Keith Bourne Complex

Belmont Road

St. Michael

 

• By emailing us: servicequality@bpwccul.bb
• In person by speaking to any of our team members in the Service Quality Department
• In-Branch facilities: Suggestion Boxes located in the lobby of all entities.

When complaints are received verbally the complainant should be invited to complete the Member/Client Feedback Form.

 

FEEDBACK TO COMPLAINANTS

Companies within the Group are committed to resolving complainants’ issues at the first point of contact.  However, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

Your complaint will be acknowledged within two (2) business days of receipt in the Service Quality Department and an initial review of the complaint will be undertaken.

We are committed to resolving all complaints within fifteen (15) business days of their being received in the Service Quality Department.  Where we have been unable to resolve the complaint within fifteen (15) business days, the complainant will be informed in writing; through various means, of the reason for the delay and given a new date for finalizing the complaint.

Once the complaint has been finalized, the complainant will be advised in writing on the findings and any action to be, or which was taken to prevent recurrence.

However, if the complaint is not resolved within forty-five (45) days of receipt the complainant would be notified in writing of this and of their right to forward their complaint to the Financial Services Commission (FSC).  You would also be advised to submit a copy of the complaint submitted to the FSC, to the Credit Union.

All complainants have the right to make enquiries about the current status of their complaint at any time by contacting the Service Quality Department.

 

COMPLAINANT RIGHTS

If a complainant is dissatisfied with how their complaint was resolved, the complainant may lodge a complaint with the FSC or the Central Bank of Barbados (CBB) at the addresses below.

• The Financial Services Commission

Suite 301 &302, Building 4

Harbour Industrial Park

Bridgetown

St. Michael

 

• The Central Bank of Barbados

Tom Adams Financial Centre

Church Village

BRIDGETOWN

 

The FSC investigates complaints about the administrative action of the Credit Union and its subsidiaries. A complaint made to the FSC should be made in writing. The Central Bank investigates complaints against companies within the Group that are regulated by that institution.

 

ANALYSIS

We are committed to using complaints data to improve decision-making, business processes and service excellence across the organization.