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Customers are our top priority

We work hard to provide you with the best possible service. However, if at any time you think we haven't met your expectations please let us know. We will try to do everything we can do to put things right.

To help with this, we have a complaints procedure that you can use to make us aware of any problems you've encountered. We'll do our best to address things quickly and fairly.

Our complaints procedure meets the requirements of both the Financial Services Authority (FSA) and the Financial Ombudsman Service (FOS).

• Download a copy of our complaints process leaflet.
• View the Complaints publication report

Who to contact first

Call us:

Type of enquiry	Telephone number
Savings	0845 744 6622
Mortgages	0845 607 6612
Insurance	0845 603 4897

Email us:

Complete our online complaints form.

Write to us:

Customer Relations
Timbercombe House,
Charlton Kings Business Park,
Cirencester Road,
Cheltenham,
Gloucestershire,
GL53 8DZ

If your complaint cannot be resolved quickly

If your complaint cannot be resolved by the end of the next working day we will:

• Write to let you know we have received your complaint, and then
• Provide you with a response to the issues you've raised as soon as possible. Our complaints procedure allows us four weeks to do this, but we will do our best to get back to you within 14 days.
• If we can't respond to the issue within four weeks, we will contact you to explain why that has not been possible, and when we will contact you again.
• The response to your complaint will be The Society's final decision.

What to do next

Once our final response is made, that is the end of our internal complaints procedure. In the vast majority of cases, we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, you will then have the option of contacting the Financial Ombudsman Service (FOS) at:

South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Tel: 0845 080 1800

We will send you a leaflet detailing the FOS complaints procedure with our final response. If you remain dissatisfied, you have up to six months from the date of our final response letter to refer your complaint to the FOS.