About Us

As a mutual building society, you are at the heart of everything we do and we always strive to provide you with the best possible service.
We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can sort them out as soon as possible.

What to do when something has gone wrong

First, contact the branch or department you've been dealing with. All our staff are fully equipped to deal with your concerns.

Do you have to put your complaint in writing?

If you prefer, you can phone us, send an email, visit a branch or use our website. If you do write to us, please make sure to provide all the relevant details including your account or reference number and daytime contact telephone number, to help us promptly sort out what may have gone wrong.

How quickly will you receive a response?

This depends on what has gone wrong. We'll endeavour to sort it out as quickly as possible - usually this will be within 48 hours of you contacting us.

However, if we find it is going to take longer, we'll let you know within five working days and and tell you when you can expect a full response.

This full response will usually be within four weeks.

What you should do if you're unhappy with our initial response

If you're not satisfied with our first response, then you should contact our Customer Feedback Centre, Your concerns will be looked at again and we'll tell you the outcome of our investigation in a 'final response letter.' This is normally within eight weeks of you first contacting us.

Will you be entitled to compensation?

Compensation will be assessed if it is found that you've been finacially disadvantaged by us or suffered undue inconvenience. For example, if you've arrived at a pre-arranged mortgage interview and we're unable to conduct this, then we would consider reimbursing mileage and parking costs. However, we would not compensate for loss of time.

What to do if you think we've failed to resolve the problem

If we fail to provide a final response within eight weeks of you first contacting us or if you remain unhappy when you've received our final response, you can refer your concerns to the Financial Ombudsman Service (FOS). You'll need to do this within six months of our final response. We'll include details of the service when we respond to you.

Please note: The Financial Ombudsman Service will only consider your complaint once you have completed our process. This means that until you have received a final response from Britannia, they will simply refer you back to us. The contact details of the FOS are:

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

Website: www.financial-ombudsman.org.uk
Phone: 0845 080 1800

Calls from a BT Together landline will cost no more than 4p per minute plus a call set up fee of 6p. Mobile and other providers' charges may vary.

How to contact us:

• Call our helpline on 01538 391 744*. One of our experienced customer service team will be more than happy to help you with your concerns. Lines are open 8am-6pm Monday to Friday and 9am-12noon on Saturdays. Telephone calls may be recorded and/or monitored.
• Write to us at the following address: Customer Feedback Centre, Britannia Building Society, Newton House, Leek, Staffordshire Moorlands, ST13 5RG.
• Write to us using the secure online Enquiry form.
• All our branch staff are fully equipped to deal with your concerns.

* Telephone calls may be recorded and/or monitored.