2 business days
Where any of the above service standards have not been met, the escalation process is as follows:
Step 1: First follow up email to be sent to the respective Membership officer handling the application form. The officer’s immediate line manager must be copied on that email.
Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Branch Support and Customer Services.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
1 business day
Where any of the above service standards have not been met, the escalation process is as follows:
Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the application form. The officer’s immediate line manager must be copied on that email.
Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Branch Support and Customer Services.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
2 business days
Where any of the above service standards have not been met, the escalation process is as follows:
Step 1: First follow up email to be sent to the respective Loans Officer handling the application form. The officer’s immediate line manager must be copied on that email.
Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Lending.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer
3 business days
Where any of the above service standards have not been met, the escalation process is as follows:
Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the application. The officer’s immediate line manager must be copied on that email.
Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Member Services.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
1 business day
Where any of the above service standards have not been met, the escalation process is as follows:
Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the application. The officer’s immediate line manager must be copied on that email.
Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Member Services.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
2 business days
Where any of the above service standards have not been met, the escalation process is as follows:
Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the application. The officer’s immediate line manager must be copied on that email.
Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Member Services.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
10 Business Days
Day 1 – Application Received
Day 2 – Application Sent to CLI
Day 3 – 5 – Claim is processed from CLI
Day 6 – 10 – Funds credit’s to member’s poro account
Where any of the above service standards have not been met, the escalation process is as follows:
Step 1: First follow up email to be sent to the respective Withdrawals Officer handling the application. The officer’s immediate line manager must be copied on that email.
Step 2: If no response to the first follow up email within 24 hours, raise 2nd follow up to Manager responsible for resolution with copy of email to Manager Member Services.
Step 3: If no response to the 2nd follow up within 24 hours, matter to be escalated to Chief Executive Officer.
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