Complaints procedure

How do I make a complaint?

It is our aim that you should always be satisfied with the products and services we provide for you. However, there may be occasions when you feel that we have failed to achieve an acceptable standard. If that is the case, we would like to know about it. To ensure that every complaint is considered fully, we operate an internal complaints procedure. In addition, we are a member of the Financial Ombudsman Service.

To help us put matters right:

You should initially approach the branch or departmental manager responsible for providing the service. This can be done in person, by letter, by telephone or by email. You should give full details of the complaint. It would help us if you could provide any account number, the date on which the matter arose, who was involved and the nature of your complaint. The branch or department will endeavour to resolve your problem within 24 hours of receiving your complaint. If this is not possible, we will acknowledge your complaint within five working days, advising you when to expect a full response and who will be contacting you. Also, we will send you another copy of our Service Commitment booklet.
If your complaint is not dealt with to your satisfaction, you should ask for the complaint to be considered by the branch or departmental manager's line manager.
If a satisfactory response is again not provided, you can ask for it to be referred to the Customer Service Manager at our Principal Office. The Customer Service Manager will undertake a full review of the complaint and of the steps already taken. A further response will be given to you.
In the unlikely event that you remain dissatisfied with the response, the complaint should be referred to the Society's Chief Executive. If he feels that the Society cannot assist further, he will write and advise you that you have exhausted our internal complaints procedure.
Finally, after we have indicated in writing that our internal complaints procedure has been exhausted, you have the right to ask the Financial Ombudsman Service to adjudicate. We will provide you with a copy of the Financial Ombudsman Service's explanatory leaflet with our final response.
If after eight weeks from making your complaint to the Society, we have not responded to your complaint in full, we will write to you and explain why there has been a delay and we will advise you of when you can expect to receive a reply. You will also be informed that, if you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service and we will send you a copy of the Financial Ombudsman Service's leaflet.

The ways in which you can contact the Financial Ombudsman Service are detailed below:

In writing to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
By telephone on 0845 080 1800
Via their website address at www.financial-ombudsman.org.uk

Please note that the Financial Ombudsman Service may refuse to deal with your complaint if you delay bringing it to their attention for more than 6 months from the time you become aware of the matter of which you complain. This period does not include the time taken to complete the Society's internal complaints procedure. Details of the Financial Ombudsman Service will be provided to you on request.