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From Monday 12 April 2021, our branch opening hours will be: Monday to Friday 9am – 3pm and Saturday 9am to 12pm. Branch telephones will be open Monday to Friday 9am to 4.30pm.
Our telephone opening hours at Principal Office are 9am – 6pm Monday to Friday and 9am to 12pm on Saturdays.
Please note visitors to our branches and Principal Office will be required to wear a face covering.
Thank you for your cooperation
Resolving a problem
We always aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations, if so please tell us about it straight away and we will do all we can to put things right. We make every effort to settle complaints quickly and fairly and follow an internal complaints procedure to help you with any issues that you may have.
We aim to resolve your complaint and issue this response within eight weeks as required by the Financial Conduct Authority and the Financial Ombudsman Service (FOS).
Making a Complaint
You can make a complaint in any of the following ways:
By visiting one of our branches
By calling our Complaints Department on 01664 414141
By writing to our Complaints Department at the Society’s Principal Office, Mutual House, Leicester Road, Leicestershire LE13 0DB
By email to email@example.com
What happens next
Sometimes we need more time to look into your complaint
We are committed to ensuring all complaints are fully and fairly addressed through our internal complaints procedure. However, should you remain dissatisfied following the completion of our review you have the option to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is a free and independent service for consumers. You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within six months of the date of our final response. The contact details for the Ombudsman are:
Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567 or email firstname.lastname@example.org. You can also visit their website www.financial-ombudsman.org.uk for more information
Please click here to download our Dealing with Complaints leaflet.
The Financial Conduct Authority’s deadline for PPI complaints is 29 August 2019, customers will not be able to complain about PPI after this date. For further information please visit www.fca.org.uk/ppi or call the FCA helpline on 0800 101 8800. Click here to download a copy of the FCA information leaflet.