Coronavirus - Help us to help you

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 1 September our branch opening hours will temporarily be: Monday to Friday 9am – 3pm.  We are currently closed on Saturdays.  Branch telephones will be open 9am to 4.30pm Monday to Friday.

Our telephone opening hours at Principal Office will be 9am – 6pm Monday to Friday.

Please note from Friday 24 July visitors to our branches and Principal Office will be required to wear a face covering.

Thank you for your cooperation

EMAIL SCAM EXPLOITING JOB RETENTION SCHEME

Please beware of the following phishing email scam – National Trading Standards have passed on an alert about a phishing scam based on impersonating correspondence from the Government’s Job Retention Scheme.

  • The scam involves phishing emails to companies about the scheme
  • The emails pretend to be from Jim Harra, First Permanent Secretary and Chief Executive of HMRC
  • The sender email address used is  no-reply@ncryptedprojects.com
  • the emails use Official HMRC branding, and the message asks for the bank details of the recipient.

An example message is provided below – the typos are the fraudsters’ own work:

“Dear customer, We wrote to you last week to help you prepare to make a claim through the Coronavirus Job Retention Scheme. We are now writing to tell you how to access the Covid-19 relief. You will need to tell your us which UK bank account you want the grant to be paid into, in order to ensure funds are paid as quickly as possible to you.”

NO EXCUSE FOR DOMESTIC ABUSE

According to data from the Home Office and charities supporting victims, the pressures of living under COVID lock-down have caused a rapid increase in cases of domestic abuse. Abuse can take the form of coercive control, deliberate neglect and verbal or physical aggression. It often involves economic abuse (coercive control of the victim’s finances to steal their money and / or deny them the right to spend it).  We’re supporting the Government’s campaign to raise awareness about help for victims of domestic abuse.  You can find further guidance on how to get help here: https://www.gov.uk/guidance/domestic-abuse-how-to-get-help

COVID-19 – ZOOM SCAM

Scammers are sending emails posing as the Zoom download manager asking the recipient to complete their download by clicking “next”, which releases malware when clicked. The only safe way to set up Zoom for personal use is to go on the Zoom official website and download it yourself.

COVID-19 – TEXT SCAM

Please beware of a new text scam purporting to be from the Government which informs the recipient via a text that they have been issued a £250 fine for leaving the house during the lock-down as the Government have been tracking their movements using their phone. The recipient is told that if they don’t pay immediately they will incur a heavier fine and encouraged to click on a link to make the payment which may deliver malware as well as taking the payment and their account details.

COVID-19 – FRAUDULENT EMAILS

During the coronavirus outbreak, many companies and organisations have sent emails containing COVID19 updates to their customers to make them aware of their current response and status. As these types of emails have now become increasingly frequent, criminals have started to use this familiarity to their advantage. These fraudulent emails, framed as a corporate COVID-19 response, contain malicious attachments and are targeting individual consumers and companies alike…

Emails may also be disguised as coming from a hospital that inform the recipient they may have come in contact with an individual who tested positive for COVID-19. The email instructs the recipient to download an attached Excel file, complete a form, and bring it to the nearest hospital. Once the attachment is downloaded, the malware has been activated and the attackers may be able to access your data.

Please keep in mind that typically, legitimate COVID-19 response emails have a message only in the body of the email and do not contain attachments.

COVID-19 – PROTECT YOURSELF FROM FRAUD

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:

  • Ask you to disclose your PIN number or other passwords for your accounts
  • Encourage you to move funds from your own account into a different “safe” account
  • Charge up-front fees for repayment holidays
  • Make home visits to collect mortgage arrears on your doorstep
  • Demand an immediate payment of mortgage arrears over the phone
  • Demand payment of mortgage arrears via email providing you with a link through which to make payments.

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.

Coronavirus Update

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

 

The Complaints Process

the melton building society

The Society is a Member of the Financial Ombudsman Service (www.financial-ombudsman.org.uk).  Although the Society is committed to providing you with a first class service we recognise that there may be an occasion that you feel that we may not have done this and you wish to make a complaint. We will always try to resolve any complaint speedily and at the earliest possible stage. The person dealing with your complaint will be authorised by the Society to settle your complaint and will explain to you in plain language the Society’s position.

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.

PPI Complaints

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.