Complaints Procedure 

We hope that you are fully satisfied with the service you receive from the Society. However, if you are not, we have a complaints procedure which is designed to help resolve your complaint in a fair and speedy manner.

Making a complaint

You may make a complaint by any reasonable means; for example, by letter, telephone, email or in person. Our contact details are available here.

What happens next?

The following diagram illustrates how the we will handle your complaint. Working days exclude weekends and bank holidays.

If you remain dissatisfied with our resolution letter or final response, you are able to refer your complaint through the Financial Ombudsman Service.  You must do this within six months of the date of our resolution letter or final response.

We can provide you with further information relating to the Financial Ombudsman Service or you can use the contact details below.

Financial Ombudsman Service:

Telephone numbers:





Exchange Tower, London, E14 9SR

(UK) 0800 023 4567 or 0300 123 9123

(from abroad) +44 20 7964 0500

Text (for call back) 07860 027 586