Internal complaints procedure
This page explains how you can help us to deal with your complaint and what to do if the problem has not been resolved to your satisfaction.
If you have a complaint
If, for whatever reason, you are not happy with our products or services, please follow the process below:
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Stage one
Contact your local branch or our Customer Services Department at head office either by telephoning 0800 072 1100, in writing or in person at the branch.
Wherever possible, please provide your account number and a daytime contact telephone number.
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Stage two
In the unlikely event that we have been unable to resolve your complaint at the first stage, you can contact the Executive Secretary at our head office, either in writing or by telephone. The address is: Saffron House, 1A Market Street, Saffron Walden, Essex CB10 1HX. Telephone: 01799 522211.
All aspects of your complaint will be reviewed by the appropriate person who will provide a final response.
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Stage three
If you are unhappy with our response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. Details of this service will be given to you with our final response.
It is important that you give us the opportunity of solving the problem before referring it to the Ombudsman Service, as they normally only consider a complaint when it has not been possible to reach a satisfactory outcome with a building society directly.
How long before I get a reply?
We will acknowledge your complaint within five working days and endeavour to provide you with a full response within 10 working days. We aim to resolve the complaint within 20 working days.
These timescales should allow us to fully investigate and respond to your concerns. However, where possible, we will do our very best to respond to you more quickly.
If, after 40 working days, we are not in a position to issue a full response to your complaint, we will confirm this, together with a timescale within which you can expect a final response. At this stage, if you are dissatisfied with the delay you may refer your complaint to the Financial Ombudsman Service.
Finally…
We hope you never need to use this complaints procedure. However, if you do, please be assured that we will deal with your complaint as quickly and fairly as possible. As a member, you are important to us.
