Further Information

Pioneer Mutual Credit Union

Cookie policy

What are Cookies

As is common practice with almost all modern websites this site uses cookies, which are tiny files that are downloaded to your computer to improve your experience. This page describes what information they gather, how we use that information and why we sometimes need to store these cookies.

For more general information on cookies see the Wikipedia article on HTTP Cookies…

Disabling Cookies

Unfortunately in most cases there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site.

You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). As disabling cookies will usually result in also disabling certain functionality and features of this site, it is recommended that you leave on all cookies. If you are not sure whether you need them it is safer to leave them on, in case they are used to provide a service that you use.

The Cookies we use

These cookies are used by the website:

__RequestVerificationToken: this is an anti-forgery token (preventing CSRF attacks). It guarantees that the poster is the one who gets the form.

ASP.NET_SessionId: a session state user is identified by a session ID. We can use this data to process requests from the user for which the session state was instantiated.

UMB_UPDCHK: Umbraco cookie that just stores on-identifiable configuration information.

 XSRF-TOKEN/XSRF-V: cross-site request forgery.

Authentication: cookie authenticates user for directors area.

The following are cookies used by the online banking platform located at https://secure.ercu.coop/.

 

Cookie

Used for

 

TIMEZONE_DIFF and TIMEZONE_POST_DIFF

The TIMEZONE_DIFF and TIMEZONE_POST_DIFF ensures that when a member is in a different time zone to the server, date related transactions are synchronised. These cookies are session related, and are deleted whenever the browser is closed

 

XSRF-TOKEN

The XSRF-TOKEN provides protection from Cross-site request forgery (CSRF) attacks. This cookie is session related, and is deleted whenever the browser is closed

 

arcotid

The arcotid is used as part of the authentication process for Digital Banking to ensure a secure and smooth end user experience. The use of the arcotid ensures that the member’s password is never transmitted over the internet, enhancing the security of the authentication process. Instead the member’s password is used to gain access to a ‘key’ contained within the arcotid. When a member chooses to ‘trust the device’ that they are on, the arcotid is persisted in the member’s browser. Otherwise this cookie is only persisted for the session and is deleted whenever the browser is close

 

deviceid

The deviceid is an authentication cookie that is used to uniquely tag the device and ultimately associate devices with the member. This allows an additional level of risk based security to the authentication process. The cookie value is an encrypted string stored on the end user’s machine.

     

Third Party Cookies

In some special cases we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter during the use of this website.

Google Analytics

Google Analytics is one of the most widespread and trusted analytics solutions on the internet for helping website owners better understand how you use the website and discover ways that we can improve your experience.

These cookies may track things such as how long you spend on the site and the pages that you visit.  This helps our website to continue to produce engaging & personalised content.

We also use Google Analytics Demographic (see more details here) and Interest reports and Advertising Features (see more details here).  These cookies allow us to provide out website visitors with anonymised & aggregated data about visitors to our website and to allow us to provide relevant targeted advertising to visitors on our website. 

If you would prefer to prevent Google Analytics collecting data in this way, Google have developed an opt-out browser add-on (see more details here).  You can also learn more about the opt-out and how to properly install the browser add-on here.

For more information on Google Analytics cookies, see the official Google Analytics page.

More Information

If there is something that you aren’t sure whether you need or not it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. However if you are still looking for more information then you can contact us by email: hello@pioneercu.coop.

    Pioneer Mutual Credit Union Privacy Notice

    We are committed to protecting our members’ privacy. The credit union requires any information marked as mandatory for membership to either meet legal obligations or to enable us to perform our contract with you. Where you are not able to provide us with this information, we may not be able to open an account for you. Where we request further information about you not required for these reasons, we will ask you for your consent.

    How we use your personal information

    Pioneer Mutual credit union may process, transfer and/or share personal information in the following ways:

    For legal reasons

    • confirm your identity
    • perform activity for the prevention of financial crime
    • carry out internal and external auditing
    • record information about you on a members’ register

     For performance of our contract with you

    • deal with your account(s) or run any other services we provide to you;
    • consider any applications made by you;
    • carry out credit checks and to obtain and provide credit references
    • undertake statistical analysis, to help evaluate the future needs of our members and to help manage our business
    • To send you statements, new terms & conditions (including changes to this privacy statement), information about changes to the way your account(s) operate and notifications of our general meetings.

     For our legitimate interests 

    • recover any debts owed to us

    With your consent

    • maintain our relationship with you including marketing and market research (if you agree to them)

    Sharing your personal information

    We will disclose information outside the credit union:

    • to third parties to help us confirm your identity to comply with money laundering legislation
    • to credit reference agencies and debt recovery agents who may check the information against other databases – private and public – to which they have access to
    • to any authorities if compelled to do so by law (e.g. to HM Revenue & Customs to fulfil tax compliance obligations)
    • to fraud prevention agencies to help prevent crime or where we suspect fraud;
    • to any persons, including, but not limited to, insurers, who provide a service or benefits to you or for us in connection with your account(s)
    • to other members when they view the members’ register which contains details of members’ names, joining and leaving dates, and mailing addresses
    • to our suppliers in order for them to provide services to us and/or to you on our behalf
    • to anyone in connection with a reorganisation or merger of the credit union’s business
    • other parties for marketing purposes (if you agree to this)

    Where we send your information

    While countries in the European Economic Area all ensure rigorous data protection laws, there are parts of the world that may not be quite so rigorous and do not provide the same quality of legal protection and rights when it comes to your personal information.

    The credit union does not directly send information to any country outside of the European Economic Area, however, any party receiving personal data may also process, transfer and share it for the purposes set out above and in limited circumstances this may involve sending your information to countries where data protection laws do not provide the same level of data protection as the UK.

    For example, when complying with international tax regulations we may be required to report personal information to the HM Revenue and Customs which may transfer than information to tax authorities in countries where you or a connected person may be tax resident.

     Retaining your information

    The credit union will need to hold your information for various lengths of time depending on what we use your data for. In many cases we will hold this information for a period of time after you have left the credit union.

    To read our policy for retaining members data please see our

    Retention Policy

    or contact us on : hello@pioneercu.coop or 0141 881 1353

    Credit rating agencies

    In order to process credit applications you make we will supply your personal information to credit reference agencies (CRAs) and they will give us information about you, such as about your financial history. We do this to assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity.

    We will also continue to exchange information about you with CRAs on an ongoing basis, including about your settled accounts and any debts not fully repaid on time. CRAs will share your information with other organisations. Your data will also be linked to the data of your spouse, any joint applicants or other financial associates. This may affect your ability to get credit. 

    The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail on:

     Your Rights

     Your rights under data protection regulations are:

    • The right to access
    • The right of rectification 
    • The right to erasure 
    • The right to restrict processing 
    • The right to data portability 
    • The right to object to data processing
    • Rights related to automating decision-making and profiling
    • Right to withdraw consent
    • The right to complain to the Information Commissioner’s Office

    Your rights explained

    Right to Access

    You have the right to access your personal data and details of the purposes of the processing, the categories of personal data concerned and the recipients of the personal data. Providing the rights and freedoms of others are not affected, we will supply to you a copy of your personal data. You can access your personal data by visiting https://ercu.securecu.co.uk/ba62e5dfdd/pins.asp?section=8 if you are registered for online access.

    The right to rectification

    You have the right to have any inaccurate personal data about you corrected and, taking into account the purposes of the processing, to have any incomplete personal data about you completed.

    The right to erasure

    In some circumstances you have the right to the erasure of your personal data without undue delay.

    Those circumstances include:

    • the personal data is no longer needed for the purpose it was originally processed
    • you withdraw consent you previously provided to process the information
    • you object to the processing under certain rules of data protection law
    • the processing is for marketing purposes
    • the personal data was unlawfully processed

    However, you may not erase this data where we need it to meet a legal obligation or where it necessary for the establishment, exercise or defence of legal claims.

    The right to restrict processing

    In some circumstances you have the right to restrict the processing of your personal data. Those circumstances are:

    • you contest the accuracy of the personal data;
    • processing is unlawful but you oppose erasure;
    • we no longer need the personal data for the purposes of our processing, but you require personal data for the establishment, exercise or defence of legal claims; and
    • you have objected to processing, pending the verification of that objection. Where processing has been restricted on this basis, we may continue to store your personal data. 

    We will only otherwise process it:

    • with your consent;
    • for the establishment, exercise or defence of legal claims; or
    • for the protection of the rights of another natural or legal person;

    The right to object to processing

    You have the right to object to our processing of your personal data on grounds relating to your particular situation, but only to the extent that the legal basis for the processing is that the data is necessary for the purposes of the legitimate interests pursued by us or by a third party.

    If you make such an objection, we will cease to process the personal information unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms, or the processing is for the establishment, exercise or defence of legal claims.

    You have the right to object to our processing of your personal data for direct marketing purposes (including profiling for direct marketing purposes). If you make such an objection, we will cease to process your personal data for this purpose.

    The right to data portability

     To the extent that the legal basis for our processing of your personal data is:

    • consent; or
    • that the processing is necessary for the performance of our contract with you

    You have the right to receive your personal data from us in a commonly used and machine-readable format or instruct us to send this data to another organisation. This right does not apply where it would adversely affect the rights and freedoms of others.

     Right to withdraw consent

    To the extent that the legal basis for our processing of your personal information is your consent, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing before the withdrawal.

    The right to complain to the Information Commissioner’s Office

    If you consider that our processing of your personal information infringes data protection laws, you have a legal right to lodge a complaint with the Information Commissioner’s Office which is responsible for data protection in the UK. You can contact them by:

    1. Going to their website at: https://ico.org.uk
    2. Phone on 0303 123 1113
    3. Post to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF

    Contact us about your rights

     For more information about how your rights apply to your membership of the credit union or to make a request under your rights you can contact us hello@pioneercu.coop or 0141 881 1353.  We will aim to respond to your request or query within one month or provide an explanation of the reason for our delay.

    Financial Services Compensation Scheme

    Your eligible deposits with Pioneer Mutual Credit Union are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit guarantee scheme. Any deposits you hold above the limit are unlikely to be covered.

    Please click here to read “A guide to the Financial Services Compensation Scheme” or visit www.fscs.org.uk

    Fraud Protection Advice

    To keep your account and security information as safe as possible, we have provided some guidance to help protect you from Fraudulent Activity.

    Your security details are the unique information you provide online, over the phone, or in person that identifies you and your accounts. This can include:

    • Password
    • PIN number
    • Security Questions for example mother’s maiden name / name of first school or pet

    Please be aware, Pioneer Mutual Credit Union will never ask you to tell us your full PIN number or Password.

    Please read the below guidance to help you protect yourself from Fraud and Theft:

    • Memorise your security details and securely destroy anything containing your these details as soon as you received it and remembered it.
    • When you set or change your security details, you must ensure they cannot be easily guessed.
    • Never write down or record your security details.
    • Never allow anyone else to use your security details.
    • Always be sure that you know the person you are sending money to and that you are comfortable with the reason you are sending money.
    • Monitor your accounts and tell us if there is activity or transactions that you do not recognise.
    • Tell us straight away if you suspect, or discover, that someone else knows your security details or you believe that your security details may have been misused.

    If we suspect any fraudulent activity we may suspend your account(s) until we are satisfied that your account(s) are safe.

    Accessibility Policy

    Pioneer Mutual Credit Union endeavours to meet the needs of our members and are committed to ensuring our website is accessible to everyone, including people with disabilities.

    All website content meets the W3C WAI’s WCAG (Web Content Accessibility Guidelines) 2.0 A level standard and many of the Level AA standards.

    This includes but is not limited to:

    • Ensuring images, form image buttons and image hot spots have appropriate alternative text
    • Semantic mark-up is used where appropriate, covering H tags (h1,h2,h3), lists (<ul>, <li>, <ol>,<dl>), and emphasised or special text (<strong>, <abbr>, <blockquote>)
    • The page navigation and content follows a logical order
    • Colour schemes are designed to ensure text content is clearly visible against other elements
    • Text and imagery will use the appropriate contrast ratio
    • The website can be navigable by screen readers

    You can read more about the WCAG guidelines at http://www.w3.org/TR/WCAG20.
    If you identify any accessibility issues or require further information please contact us on hello@pioneercu.coop.

    Complaints

    How to Make a Complaint

    We aim to offer our members a high quality of service at all times. If you feel you have been let down, or you are unhappy with the service you have received please tell us about it, and we will do our best to put things right.

    We will provide you with a copy of our internal complaints procedure on request.

    You can make your complaint known to us in a number of ways:

    • In Person at the branch – Pioneer Mutual Credit Union, 114-116 Main Street, Barrhead, Glasgow, G78 1SG
    • Over the phone – 0141 881 1353
    • By Email – hello@pioneercu.coop
    • In Writing to – Pioneer Mutual Credit Union, 114-116 Main Street, Barrhead, Glasgow, G78 1SG

    What we will do
    We want to resolve your issues as quickly as possible, however, more complex problems may involve conducting an investigation.
    We will review your complaint in a fair, impartial and timely manner.

    Within 3 working days from the date your complaint was received
    If your complaint has not been satisfactorily resolved, you will receive a written letter from us confirming that your complaint is being looked into.

    Within 8 weeks from the date your complaint was received
    All our complaints should be resolved within 8 weeks and you will receive a copy of the resolution in writing for your records.

    If this is not possible within 8 weeks, we will write to you to let you know why we have not resolved your issues and when we expect to issue you with a final response.


    Your rights – Financial Ombudsman Service (FOS)
    If you are unhappy with the resolution we offer, or we have not provided a resolution within 8 weeks from the date we received your complaint, you can escalate your complaint to FOS.

    FOS is an impartial organisation who mediates on complaints between companies and their customers. Their contact details and guidance for complaints are below:

    Website
    http://www.financial-ombudsman.org.uk/consumer/complaints.htm

    Telephone Number
    0300 123 9123 or 0800 023 4567

    Fax Number
    0207 964 1001

    Postal Address 
    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Please note – If you wish to escalate your complaint to FOS, please try and do so within 6 months of the date on your Final Response or 8 week letter, as they can reject any complaints they receive after this time.

    Terms & Conditions

    Membership Terms & Conditions

    1. Membership of the credit union is available to any person over the age of 18 who fulfils the common bond qualification for membership.
    2. The membership fee of £5 is non-refundable.
    3. A member is required to hold at least £5 in shares.
    4. A member is entitled to one vote in the democratic proceedings of the credit union.
    5. The credit union will require members to hold a sum greater than £5 as a condition of retaining membership.
    6. There is a £2 charge for Faster Payments transfers from member accounts to bank accounts, this is to cover costs.
    7. The credit union is covered by the Financial Ombudsman Service. Members can request a copy of internal procedure on complaints handling if dissatisfied with our services.
    8. The credit union will maintain rigorous identification and verification processes when new members apply to join, to ensure that the credit union is not used to launder money.
    9. All potential members are required to apply for membership and have their membership approved under the procedure established by the credit union.
    10. The credit union require members to save a minimum of £4 per month as a condition of retaining membership. There is no maximum amount but savings cannot exceed the FCSC compensation level.
    11. The terms and conditions of an individual’s membership are set out in the credit union’s rulebook.
    12. Members may voluntarily withdraw from membership by applying for a withdrawal of their shares and settling any outstanding debts.
    13. The credit union reserves the right to expel members from membership in accordance with the rules, in the case of any breach of the rules or policies of the credit union.
    14. An annual dividend may be paid, gross of tax, on some or all sums deposited, subject to surplus. Pioneer Mutual is not responsible for tax declarations and does not give advice on tax due on dividends. Please contact HMRC for advice.
    15. The dividend will be recommended by the Board of Directors and authorised by the members at the Annual General Meeting. Any dividend due will be backdated accordingly any dividend payable may be freely withdrawn by the member.
    16. Any dividend due is calculated for the credit union financial year which is 1st October to 30th September. Dividend can only be paid to active members accounts. Accounts closed after the financial year end (30th September onwards) but before the dividend is credited, will forfeit the right to any dividend due. Members who close their account during the financial year also forfeit the right to any dividend due. Dividend is not paid to any member that has a current bad debt within the credit union.
    17. If a member leaves the common bond they are able to remain in membership of the credit union as a non-qualifying member.
    18. The number of non-qualifying members shall not be permitted to exceed 10% of the total membership of the credit union.
    19. Relatives who live within the same household as a qualifying member are able to join the credit union.
    20. Young people under the age of 18 are able to join the credit union.
    21. Temporary workers are able to join the credit union. The credit union defines a temporary worker as an employee with less than a 12-month contract.
    22. Students are able to join the credit union.
    23. Pioneer Mutual Credit Union Ltd. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority: FRN 213761.