If you're not happy for any reason, please tell us. We'll work hard to resolve any complaint as soon as possible.
Whilst we do our best to provide excellent products and service, sometimes things can go wrong. If, for any reason, you are not entirely satisfied with any aspect of the Society's service you receive, please get in touch with us as soon as possible and
we will do everything we can to put it right.
Your first point of contact should be the member of staff concerned or, if you prefer, their manager.
You can raise a complaint in any of the following ways:
Family Building Society,
30 Church Street,
Savings: 03330 140144
Mortgages: 03330 140146
In person at our branch:
Family Building Society,
By 'Secure Message' available within our Online Service.
We aim to resolve your complaint within 3 working days whenever possible. If we cannot do this, we will send you a written acknowledgment within 5 working days and advise you of the name and job title of the senior manager handling your complaint from this point onwards.
Once a final response has been sent it is the end of the Society's internal complaints procedure. However, if you have additional information that you believe may change our decision you can contact us again if you wish.
If it is a payment-related complaint we will do our best to respond to you as quickly as we can. Within 15 business days of receiving your complaint we will send you either a final response or, in exceptional circumstances, a further letter explaining why we are still not in a position to resolve your complaint.
For all other complaints we will endeavour to provide you with our final response within four weeks although, where possible, we will do our best to respond to you more quickly. Within eight weeks of receiving your complaint we will send you either a final response or a further letter explaining why we are still not in a position to resolve your complaint.
The service was set up by Parliament and is free for customers to use. They will look at the facts of what's happened in a dispute between customers and financial firms. They may decide that a firm has dealt with a complaint fairly and will explain why to the customer or they may decide the firm has done something wrong and will then tell the firm to put things right.
A copy of the explanatory leaflet published by the Financial Ombudsman Service is available on request and will be enclosed with our final response.
The address and contact details for the Financial Ombudsman Service are:
Telephone: 0800 023 4567or 0300 123 9 123
Our Online Service
You can operate your account anywhere and anytime with our Online Service.