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About Us |
About Us
When Things Need Sorting Out |
Whatever reason you're unhappy, we will always treat each case individually and fairly.
If you wish to make a complaint, your first point of call should be either your local branch or the Customer Support Centre department you're dealing with. Here, our staff will review the details of the complaint to help resolve your issues as quickly and efficiently as possible.
You can make your complaint by telephone, in writing, in person at the branch, or you can use our online email form.
Please remember to include your account number and a daytime contact number. We will always acknowledge your complaint within 5 working days.
As no two cases are the same, we take time to investigate each case fully. We will always do our best to make sure you receive a response within 20 working days. However, sometimes this is not always possible and if after 40 working days we are still unable to give you a full response, we will confirm this to you and give you an indication of when you are likely to receive this. If you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman at this stage.
If you're unhappy with the response you received initially from us, our Customer Service Department will happily look into the matter further. The team can be contacted on 01538 391744* or in writing at Britannia Building Society, Britannia House, Leek, Staffordshire Moorlands, ST13 5RG.
The Customer Service Department will review all aspects of your complaint and provide you with a final response as soon as possible.
If our final response does not satisfy you, you may be eligible to take the matter to the Financial Ombudsman Service. This must be done within 6 months of our final response. We will let you know how to do this when we send you our response.
Although it may seem tempting to go straight to the Ombudsman, it is important that you give us the opportunity to solve your complaint beforehand. Normally the Financial Ombudsman will only consider a complaint once they see it has not been possible to conclude the matter directly with us.
* Telephone calls may be recorded and/or monitored.
