Complaints Procedure

We are always looking for ways to improve our service to you.  If something has gone wrong, we want to know.  Please contact the Trust office on 07 838 0093 or send an email to and tell us what’s happened, and how we might resolve matters.  If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.  When we receive your complaint, we will endeavour to acknowledge it within one to two working days and, after having gathered and evaluated information about your complaint, respond to you within 20 working days.

If your complaint is to do with a community loan with the Trust and we cannot agree on how to resolve the issue, you can contact Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service, an independent, Not For Profit, external dispute resolution scheme and Financial Ombudsman Service approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.  FSCL’s service will not cost you anything and they will help resolve the complaint.  You can contact FSCL – A Financial Ombudsman Service by calling 0800 347 257, by emailing, or getting in touch through their website.  Alternatively, you can write to FSCL at PO Box 5967, WELLINGTON 6011.

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Contact Us or Call: (07) 838 0093