Cardiff and Vale Credit Union Wins ‘Leadership in Consumer Finance’ Award

Friday 12 July 2024

Cardiff and Vale Credit Union has won the ‘Leadership in Consumer Finance’ category at last month’s Consumer Duty Leadership Awards.

The Consumer Duty Leadership Awards celebrate organisations that prioritise customer needs and strive to improve consumer outcomes across financial services.

“Our team and board have put their hearts into prioritising our members, and winning this award truly reflects their dedication,” said CEO of Cardiff & Vale Credit Union, Caroline Richardson. “We couldn’t be prouder of this achievement and are deeply grateful for our Cardiff and Vale community.”

The judges evaluated the credit union on four key criteria. Firstly, they looked at how it put its members needs first, its engagement with customer problems, understanding and addressing their needs, and incorporating their feedback to deliver positive outcomes.

Secondly, they considered the credit union’s efforts to go above and beyond the regulatory expectations by making continuous improvements that go beyond the standard compliance.

Thirdly, the judges examined the cultural embeddedness of the Consumer Duty within the organisation, seeking evidence that this commitment is happening across all levels and departments, reflecting its ethical nature.

Lastly, they assessed its innovative approaches to implementing the Consumer Duty, looking for creative and forward-thinking strategies, including the use of new technologies and tools.

Caroline added: “Our dedication to our members is at the heart of everything we do, and this recognition reflects our unwavering commitment to delivering excellent service and outcomes. We are honoured to help the people of Wales and will continue doing so at a high standard.”