At a service point

You can pay by cash or personal cheque at one of our service points.  The transactions will either be written into your passbook (if you have one) or you will be given a receipt for the funds.  You need to check that the entry in your book/receipt is correct before you leave the service point.

By Bank Transfer

You can set up regular payments yourself if you use telephone or internet banking. Otherwise, you need to print and complete this form and send it to your bank.

Remember to give your National Insurance number as the reference to make it easy to allocate it to your CU account.

If you need to increase your payments to repay a loan, it is your responsibility to contact your bank and arrange this.

A standing order is an agreement between you and your bank - the credit union cannot alter it. If you want to change or cancel it, you need to contact your bank yourself.

If you have a loan with us and are having difficulty making re-payments in line with your loan agreement, it’s really important that you contact us as soon as you know there is a problem.

There is no need to be embarrassed – we understand that people’s circumstances change and we’ll always try to be sympathetic. Give us a ring or come into the service point and let us know what your circumstances are. Work out what you think is a realistic regular repayment – we will always accept a reasonable proposal.

Provided you stay in touch with us and continue to make payments in line with your renegotiated repayments, we will not take legal action to recover arrears.

If you have a current standing order set up, we can usually make a withdrawal based on an email asking for funds to be paid into that bank account. The email will need to confirm your name, address and the last four digits of your bank account.

If you want funds paid to another person/bank account you need to click here for a withdrawl form. Print, complete and signt the form and either post it to our Freepost address or deliver it to one of our service points.

Remember that the amount that you can borrow is partly based on your share balance, so by withdrawing shares, you will reduce the amount that you could borrow.

If you currently have a loan from the credit union, you may be able to withdraw some shares, but you will need to keep at least 25% of your current loan balance in your share account. The loan committee will also need to approve your withdrawal.

We will normally process a share withdrawal within five working days, often quicker.

We need to know if we are not doing things right, so you need to tell us!

If we make a mistake, please contact us to let us know as soon as possible so that we can put it right.
If you want to make a formal complaint, then you should address it to:

The Complaints Officer

FREEPOST MENDIP CREDIT UNION

We will respond to you within 5 working days. If you are not satisfied with our response, you can take your complaint to the Financial Ombudsman. However, the Ombudsman will not respond to your complaint unless you have raised it with us first.

If you have a suggestion for improving our service or want to let us know about a volunteer that’s given you fantastic service, please e-mail us on info@mendipcommunitycu.org.uk.

If you want to know your up-to-date share or loan balance, please either send an e-mail, text or leave a message on the answerphone. If you think that the balance in your passbook is wrong, please either send it to the Freepost address or bring it to your local service point. We will update the book and post it back or return it when you next visit the service point.

If you save or repay a loan by standing order, you will receive an annual statement in October each year (although you can request a balance at any time by e-mail or via our FREEPHONE number).

For any other query, please phone or e-mail us and someone will get in contact with you.

Please remember that we are all volunteers and we run the credit union in our spare time. We can’t always guarantee to respond immediately, but it’s rare that any query isn’t dealt with within two working days.