Customer Service

Our aim is at all times to provide a first class standard of service. However, there may be occasions when you feel that this has not been achieved.

If you have a complaint about the products or services we provide, please contact your local branch or the Customer Support Centre Departments you have been dealing with. You can choose to contact them either by telephone, in writing, in person at the branch, or via the Contact Us section of our website.

If your complaint is still unresolved, you can contact our Customer Service Team, who will review your complaint and provide a final response. Their details are:
Customer Service Team, Britannia Building Society, Leek, Staffordshire Moorlands, ST13 5RG. Telephone 01538 391744. Lines are open 8am-6pm Monday to Friday and 9am-12noon Saturdays.

If we are unable to settle a complaint you may be entitled to refer it to the Financial Ombudsman Service.

More information about the complaint process is summarised in our leaflet "When Things Need Sorting Out." Please ask us if you would like a printed copy.

If you have a complaint in relation to a claims dispute, then please contact the general manager of the insurer. Please contact us for the address. Contacting the Financial Ombudsman Service will not affect your right to take legal action.

If you change your mind once you've taken out an insurance product

Should you not wish to proceed with your insurance policy, we offer a fourteen-day Money Back Guarantee. To cancel your policy, please refer to the relevant information below for each policy type.

For Home & Contents, HomeGuard, Buildings Guard and Payment Protection insurance, please return the policy by post to: Britannia Building Society Insurance Services, Britannia house, PO Box 563, Leek, Staffordshire Moorlands, ST13 5RG within 14 days, outlining your wish to cancel in writing. Please remember that all parties to the policy must sign the letter cancelling the agreement.

For Home Assist Cover, please call 0870 241 2039* or write to Homeserve GB Ltd, Cable Drive, Walsall, WS2 7BN within 14 days, outlining your wish to cancel in writing.

For Travel insurance, please return it by post to Holiday Extras Ltd, Newingreen, Hythe, Kent, CT21 4JF within 14 days, outlining your wish to cancel in writing.

Any premium already paid will be refunded in full within 30 days (provided no claims have been made).

* BT landline calls to 0870 numbers will be charged at up to 8 pence per minute at all times. A call set up fee of 3 pence per call applies to calls from residential lines. Mobile and other providers' charges may vary. Telephone calls may be recorded and/or monitored.

Law applicable to Contract

If you take out an account or policy with Britannia, the Contract will be governed by English Law and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales. English Law will also govern any pre-contract relationship existing between us.

Your contract will be supplied in written English and we will always communicate with you in the English language.

Britannia's home & contents Home Builder insurance, an annually renewable contract, is underwritten by Legal and General Insurance Ltd, Temple Court, 11 Queen Street, London, EC4N 4TP. Legal and General Insurance Ltd is authorised and regulated by the Financial Services Authority for insurance business and is entered on their register number 202050.

Britannia's HomeGuard insurance, an annually renewable contract, is underwritten by Groupama Insurance Co. Ltd, Groupamam house, 24-26 Minories, London, EC3N 1DE. Groupama Insurance Co. Ltd is authorised and regulated by the Financial Services Authority for insurance business, and is entered on their register number 202124.

Britannia's Buildings Guard insurance, an annually renewable contract, is underwritten by certain Underwriters at Lloyd's of London and managed by Canopius Managing Agents Ltd, 36 Gracechurch Street, London, EC3V 0BT. Canopius Managing Agents Ltd is authorised and regulated by the Financial Services Authority for insurance business, and is entered on their register number 204847.

Britannia's Payment Protection insurance, a monthly renewable contract, is underwritten by AXA Insurance UK plc, registered office 5 Old Broad Street, London, EC2N 1AD. AXA Insurance UK plc is authorised and regulated by the Financial Services Authority, and is entered on their register number 202312.

Britannia's Home Assist Cover, an annually renewable contract, is administered by Homeserve GB Ltd, Cable Drive, Walsall, WS2 7BN. Homeserve GB Ltd is authorised and regulated by the Financial Services Authority for insurance business and they are entered on their register number 2770612.

Britannia's Home Assist Cover is underwritten by Inter Partner Assistance (registered in England No. FC 008998), the Quadrangle, 106 - 118 Station Road, Redhill, RH1 1PX. Inter Partner Assistance is authorised and regulated by the Financial Services Authority for insurance business and they are entered on their register number 202644.

Britannia's Travel Insurance is administered by Holiday Extras Ltd. They are authorised and regulated by the financial Services Authority and entered in their register number 309682.

Britannia's Travel Insurance is underwritten by Fortis Insurance Ltd. Fortis Insurance Ltd is authorised and regulated by the Financial Services Authority, and is entered on their register number 202039. Your travel insurance policy can be on an annual renewable basis or for an individually-specified duration.

Copies of policy booklets are available on this site in PDF, or upon request.

Redress

Britannia Building Society is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2000 and 90% of the remainder of the claim, without any upper limit.

Web usage

Each of the products or services featured are only available to residents of the United Kingdom (excluding the Channel Islands and the Isle of Man) and shall be governed by English Law.
We can only deal with application forms completed in English.

It is your responsibility to ensure that you have up to date details of any product or service featured. You may need to clear your cache memory.

While every care has been taken to ensure accuracy of information contained within the pages of this site, no responsibility can be taken for any errors and/or omissions.

Nothing on the pages of this site shall be deemed to constitute financial or other professional advice in any way. If any advice or guidance is required on Britannia products or services, please contact us as directed on the site.

Messages sent over the internet cannot be guaranteed to be completely secure as they are subject to possible interception or loss or possible alteration. We are not responsible for them and will not be liable to you or anyone else for any damage or otherwise in connection with any message sent by you to Britannia or by Britannia to you over the Internet.

Downloads

Please note that any software is downloaded at your own risk. Britannia Building Society does not warrant the suitability of any software which is downloaded. Whilst we have taken all reasonable precautions to ensure that no viruses are transmitted from Britannia Building Society to any third party, we accept no liability for any problems with your computer that may arise as a result of any downloads. If you are in any doubt as to the suitability of software to be downloaded for your computer, it is recommended that you obtain specialist advice before downloading.

Links to external sites

We are not responsible for the security or content of third party web sites that we link to, nor do we endorse any products or services advertised on them. Please be aware that once you leave our site, you will no longer be covered by Britannia's Privacy or Security Policies.

Britannia channels

We have a wide range of accounts and services which are available through our branch network and our website. We also offer selected products via:

The post
Our Contact Centre

Society details and regulations

Britannia Building Society, Britannia House, Leek, Staffordshire Moorlands, ST13 5RG.

Britannia Building Society is authorised and regulated by the Financial Services Authority. Our Financial Services Authority registered number is 104879.

All loans are subject to status, valuation and Rules of the Society, copies of which are available on request.

We're covered by The Financial Ombudsman Service(FOS) who is available to settle certain complaints if they cannot be settled through our internal complaints procedure. Contact details are:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR