About Us

Enterprise Credit Union is a financial co-operative that exists for the benefit of its members. Enterprise Credit Union is open to those who live, work or study in the Knowsley, Liverpool, Sefton, St. Helens, Wirral, Halton and Warrington Boroughs of Merseyside. The Credit Union is owned and controlled by its members.

For People, Not for profit

Enterprise Credit Union is a not for profit organisation. Surplus generated is returned to its members by way of a dividend or to improve or provide additional services required by the members.

Prudential Regulation Authority (PRA) and Financial Conduct Authority (FCA)

Enterprise Credit Union, in common with all UK Credit Unions, is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. Our Firm Reference Number (FRN) is 213291.

Governance

We use professionally qualified external Auditors who work in conjunction with our internal auditor and finance officer to carry out an annual audit.

Auditors

Enterprise Credit Union is governed by a volunteer Board of Directors, who are elected by the membership at its AGM.

Privacy Notice

We need to ask for and process information about you in order to manage your accounts and provide the services that we offer. These details will be held securely in line with all data protection regulation, used only for the running of your accounts and we will never sell it on to third parties. There are occasions where we will share it with our service suppliers, for example with Credit Reference Agencies for loans. More detail on this, how we manage your data and about your rights under the data protection regulation can be found in our Privacy Notice.

Complaints

Enterprise Credit Union is committed to providing an excellent member service. We endeavour to get most things right first time but occasionally we may get things wrong and for that we apologise. We will make every effort to provide a resolution that is acceptable to both parties, is fair and ensures that our members are not inconvenienced.

If you have a complaint or a problem with any aspect of our services, please let us know and we’ll try to put it right, our aim is always to find a resolution to your complaint.

Enterprise Credit Union is a member of the Financial Ombudsman Scheme. If you’re not satisfied with our response you can contact the Financial Ombudsman. This is a free service where an independent review of your complaint will be made, but as we are committed to resolving your complaints quickly and simply, we hope that you never need to use this service.
Contacting us.
To talk to someone about solving a problem or complaint that you may have, simply contact us:
Email: contact@enterprisecreditunion.org
Call us on: 01514820177

Write to us:
Enterprise Credit Union
Complaints
Hall Lane
Huyton
Liverpool
L36 6AX

Here’s what you can expect from us:

Within 24 hours:
We will aim to resolve your complaint by the end of the day following the receipt.

Within 3 days:
You will receive an acknowledgment within 3 days of the receipt of the complaint detailing why the complaint has not been resolved and what steps are being taken. 

Within 8 Weeks:
We will send you a final response in writing within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why and advise when you can expect a final response.

Following this, if more than 8 weeks have past and you haven’t received a final response, or your are dissatisfied with the final response you have received, you can write to The Financial Ombudsman Service.

Contacting the Financial Ombudsman
Write to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Call:
0300 123 9 123
0800 023 4567
switchboard 0207 964 1000
from outside the UK +44207 964  1000
Email: complaint.info@financial-ombudsman.org.uk
For more information visit Financial Ombudsman Service website.