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.
If you have a complaint you can contact us in the following ways:-
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.
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
Tel: 0800 023 4567
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