Complaints Procedure

The Society is committed to providing you with a first class service but we recognise that there may be occasions when our service falls short of your expectations. If this happens please let us know and we will do everything we can to put things right. We welcome your feedback as it gives us the opportunity to put things right for you and improve our service for other members.

First step

If you have a complaint you can contact us in the following ways:-

• Telephone us on 01257 235000
• By speaking to a member of staff in person at any one of our branches (you can find our opening times in the Contact Us section on our website)
• By writing to us at Complaints, Chorley and District Building Society, Key House, Foxhole Road, Chorley PR7 1NZ
• By e-mail at complaints@chorleybs.co.uk

The Next Steps

We will try to resolve your complaint as quickly as possible. We will aim to do this within three working days after we receive your complaint. If we are able to resolve your complaint in this time, we will write to you to confirm this and explain your next steps.

However, there may be occasions when we need more time to provide a resolution. If this is the case, we will send you a written acknowledgement within five working days of having received your complaint. We will conduct a full investigation and aim to provide you with a response to your complaint in the following timescales.

• For matters relating to electronic payments to and from your savings accounts – we will aim to provide a response 15 business days after the date we received your complaint. If this is not possible we will keep you informed of the progress of your complaint. We will send you a full detailed final response within 35 business days after the date we received your complaint. In the unlikely event that this deadline cannot be met, we will write to inform you of this delay and let you know your options.
• For all other matters – we will aim to provide a response within 4 weeks. If this is not possible we will keep you informed of the progress of your complaint. We will send you a full detailed final response within eight weeks of the date of receipt of your complaint. In the unlikely event that this deadline cannot be met, we will write to inform you of this delay and let you know your options.

If you are not satisfied with our final response, you may be eligible to take your complaint to the Financial Ombudsman Service (FOS).If you decide to refer your complaint to the FOS, you must do this within six months of the date of our final response. Contact details for the FOS are provided below:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567

E-Mail: complaint.info@financial-ombudsman.org.uk

Further detail on how to contact the Financial Ombudsman Service and other information about the service can also be found via their website at www.financial-ombudsman.org.uk