FAQs

Here you can see a list of our most Frequently Asked Questions organised by category. If your question is not listed, please feel free to submit a question via our contact form or call us on: 01495 832111

You can complete an application form on our website, fill out a paper application in our office, or request an application form by post.

You will need to provide proof of ID, address, and National Insurance number, along with 3 months of bank statements. If you have online banking, we will email you an Open Banking link. Alternatively, you can download your statements and email them to info@gatewaycu.co.uk in PDF format. If you do not have online banking, you can post or bring paper copies to our office. If you are employed, we may ask for 3 months of wage slips. For debt consolidation loans, we require details and statements for your creditors. If we need any further information specific to your application, our Loans Team will contact you.

We aim to provide a decision within up to 5 working days from the day we receive all relevant documentation.

If you are happy with the loan amount, respond to the confirmation email. Once we receive your confirmation, we will send you a signable document via email within 24 hours of acceptance. Alternatively, you can visit our office to sign a paper copy.

You can set up a standing order (it is your responsibility to ensure it is set up). If you work for one of our payroll partners, you can arrange for payments to be deducted from your wages. You can also pay cash at our head office.

If you are having trouble making repayments as agreed, contact us as soon as possible via email, telephone, or by visiting our office. We are here to help!

You apply on our website, by downloading the Gateway Credit Union App or by calling into our Pontypool office.

You will need to provide up to date proofs of ID, address and National Insurance number.

You will be sent an activation code in the post. This is to verify you live at the address that you have registered with. Once you have received the code, please email or ring the office to confirm your code. You will also need to make a deposit of £5 to activate your account.

Once your account has been activated with the code and deposit, you will be sent a PIN via SMS to access your account online. If you are an existing member, you will have to ring the office so that we can verify your telephone number and provide you with a pin.

Instructions on how to make your deposit will be found on your activation letter and on the email you are sent upon application. Please make sure you use the reference provided when making a payment so that we can allocate it to your account.

Online access is available to members who have activated their account. If you have changed your telephone number, it will automatically lock you out of your account. You will need to contact the office with your new number to be verified so that you can be provided with a new pin.

Email info@gatewaycu.co.uk with proof of your new address so that it can be updated. Alternatively, you can call into our office to do this.

Email info@gatewaycu.co.uk  with your bank details including name of bank, sort code and account number.

If you have not used your account in a 24-month period, your account will be made dormant and a fee of £5 may be charged at the end of September.

You will not be able to use your account if it is dormant. You will have to provide up to date proof of ID, address and National Insurance number and inform us if any details have changed. We can then reverse the dormancy on your account so that you can regain access.

You can check your balances by logging into your account via the app or our website. You can also email us at info@gatewaycu.co.uk.

Funds will reach your bank by 5pm that day. If you have made a withdrawal after 4pm funds will reach your bank by 12pm the following working day. If you have made a withdrawal on the weekend, funds will reach your bank the following working day by 5pm.