We are working hard to maintain the best service we can for you. As you can imagine our telephone lines are exceptionally busy at the moment. So we are asking for your help too.
In the interests of the health of both our customers and our staff, please avoid visiting our branches unless necessary. Please telephone your local branch direct if you have any queries or to register to use our online services.
To reduce the risk to our branch staff and customers, from 1st April, branch opening hours will temporarily be reduced to 9am - 12pm Monday to Friday and closed on Saturdays.
We have also temporarily reduced our telephone opening hours at Principal Office to 9am - 3.30pm Monday to Friday and closed on Saturdays.
We apologise for any inconvenience this may cause.
There is some evidence that criminals are attempting to use the current COVID-19 situation as an exploitation opportunity, so please be extra vigilant before clicking on an email about the coronavirus outbreak. If a claim sounds too good to be true, it probably is...
Criminals use exceptional circumstances like the current situation as a chance to pose as employees of a genuine organisation such as building society, bank or police and target you for fraud scams. They may claim they are dealing with coronavirus-related issues that require you to respond by paying money or providing personal information that will allow them to access your account. They often use pressure tactics to stop you thinking about want they want you do for them.
To help you stay protected, here are some things that we will never do:
Please remain vigilant.
Stop – Take a moment to think.
Challenge – Don’t be afraid to ask questions or to say “No” and end the conversation.
Protect – Contact the building society or the bank from which you have made a payment immediately if you think that you have been the victim of fraud.
We understand that some customers may be worried about the effect that contracting the Coronavirus (COVID-19) could have on their finances, for example due to a drop in income as a result of contracting the virus or because of the measures imposed to stop it spreading. If you have any concerns about how this could affect you and your mortgage, please click here to read the leaflet produced by the Building Societies Association and National Debtline or please get in touch on 01664 414141.
Please click here to see a list of Frequently Asked Questions for our members.
The Melton Building Society
We will try to ensure that we resolve all our complaints by the close of business on the business day following receipt of the complaint by you. If the complaint is resolved by the close of the third business day, we will issue a Summary Resolution Communication.
If this is not possible then we will ensure that we send you an acknowledgement within 5 days of your complaint being received. This will set out the name of the person dealing with the complaint. Included with that letter will be a copy of our complaints leaflet which sets out our Internal Complaints Procedure.
We will keep you informed of the progress of action being taken to resolve your complaint. In most cases you will receive a response within 4 weeks of us initially receiving your complaint. However, in the unlikely event that we are unable to provide a response within 4 weeks, we will write to you with an update, explaining the reasons for the delay, along with details of when you can expect to receive our response.
By the end of eight weeks after receipt of your complaint we will send you our Final Response. If we have not been able to provide our Final Response in this time we will tell you our reasons for the further delay and indicate to you when we are able to do this. At this stage you can refer the complaint to the Financial Ombudsman Service if you are either dissatisfied with our Final Response or with the further delay. Details of the Financial Ombudsman Service will be sent to you at this stage. If we have not been able to resolve the complaint we will ask you at this stage if you would be happy to extend the period by which we can resolve the complaint before you decide to refer the matter to the Financial Ombudsman Service.
When you receive the Final Response from us and if you are not satisfied then you should ensure that you refer the complaint to the Financial Ombudsman Service within 6 months from the date when the Final Response is sent to you by us.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
It is our aim to ensure that all complaints are dealt with speedily and at the earliest stage.
Online Customers – Online Dispute Resolution
Alternative Dispute Resolution is a way for customers to have complaints settled by an independent third party without going to court. It can take place in various ways, including face-to-face, by telephone, in writing or online. Customers that buy products or services online are able to use the Online Dispute Resolution platform created by the EU commission. This allows consumers to submit their complaint through a central site which will forward the complaint to the right ADR provider. For the Society ADR is provided by the Financial Ombudsman Scheme (www.financial-ombudsman.org). If you are unhappy with the way we have resolved your complaint you can contact them directly or use the ODR platform at ec.europa.eu/consumers/odr.
How to make a complaint
A complaint can be made verbally or in writing. To make a verbal complaint you can either visit one of our branches or telephone us. You can write to us by email or letter.
Download information as a PDF document.
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.