Delivering Ethical Financial Support Across South East Wales

We at Gateway Credit Union (GCU) always strive to put you, our valued members, first. We know that sometimes there can be a gap between what you need and what we can immediately deliver, and we want to be transparent about why that is, and how we're continuing to improve our service.

We Hear You: The Busy Phone Line

If you've found our phone lines busy or struggled to get through, we sincerely apologise for the frustration this causes. We understand that when you need an answer, you need it fast. Please know that we are constantly looking at better ways to support you.

We are a small, dedicated team. We serve your local communities across Monmouth, Abergavenny, Chepstow, Cwmbran, Pontypool, and Blaenavon. Unlike the big, nationwide financial organisations, we don't have massive call centres or an army of staff.

Our Commitment: Ethical Credit, Not Performance Bonuses

This is a fundamental difference: no one at GCU receives performance-related bonuses, nor are we guided by executives on enormous salaries. Every member of our team is here because we deeply believe in providing fair and ethical credit to the community we share. Our purpose is people, not profit.

Loan Updates: Understanding the 5 Working Day Timeline

We receive a high volume of loan applications, and each one is reviewed carefully and ethically. If you have applied for a loan and are waiting for an update, please be aware that it takes 5 full working days to process.

To help you manage your expectations:

• If you apply over the weekend (Saturday/Sunday): Please allow until the following Monday at the earliest for an update.
• If you apply during the week: Please allow until the same day of the following week before checking in.

This time allows our small team to thoroughly and responsibly assess every application.

Connecting with Us

If the phone lines are busy, or if you prefer a different method, we encourage you to reach out via:

• Email
• Social Media

We will always get back to you during our Member Service Opening Hours.

As the late, kind-hearted Paul O'Grady once said, "times are hard, and friends are few," and we just wanted to take a moment to express how much we truly appreciate the patience, trust, and support of every single member of Gateway Credit Union. Thank you for believing in community-focused finance.