If you are unhappy with the service you have received from us or you feel there are areas where we can improve, we are keen to hear from you. The following options are available for you to feedback to us:
If you have thoughts on areas where we can improve or make our services easier to use or understand, we would be keen to hear from you. We welcome your feedback even if there isn't something you wish to specifically complain about.
To do this, you can email firstname.lastname@example.org. You can use this address for all types of feedback, both positive and negative, and to make suggestions.
We aim to respond to feedback messages within 1-2 working days and will let you know if we need longer to investigate.
Making a Formal Complaint
If you believe that we treated you unfairly or did not follow the appropriate policies or processes in your case, you have the right to make a formal complaint to us by emailing email@example.com.
Formal complaints are handled directly by a senior member of staff who is organisationally separate from the frontline team. They will acknowledge your complaint within 3-4 working days of receiving it and carry out an internal investigation. They will also contact you for additional information if needed, and let you know the outcome within a maximum of 8 weeks.
After concluding their investigation, they may offer compensation or an apology.
Tips for Submitting Your Complaint
We will thoroughly investigate all complaints received. Including the following information will help us to investigate quickly and may reduce the number of times we need to follow up with you:
- Your full name, address, and membership number, at the top of the letter/email
- A clear timeline of what happened and when; this should include dates of emails or when you called or visited us.
- Any additional details, such as the branch you visited or the names of staff members you spoke to
The Financial Ombudsman Service
If you are still not satisfied with the outcome of your complaint, you are entitled to contact the Financial Ombudsman Service (FOS). They are an entirely independent body that will investigate the complaint and decide on the outcome.
You need to have concluded our Formal Complaints process before contacting the Ombudsman.