About Us

Customer Satisfaction

Customer satisfaction
At Newbury Building Society, we want to satisfy our customers every time but we realise, however, that sometimes things go wrong. We welcome you to tell us when our service does not meet your expectations because it gives us the opportunity to put things right and review our procedures to improve our service to others.

Complaints policy
Although the Society is committed to providing you with a first class service, we recognise that there may be an occasion when you feel that we may not have done this and you wish to make a complaint.  You may complain in writing or verbally at any of our branches, or you can provide feedback if you prefer.  The purpose of this leaflet is to set out our procedures if you make a complaint. We use complaints to help us improve outcomes for customers.

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 this is not possible then we will ensure that we send you an acknowledgement of your complaint promptly providing you with early assurance that we have received your complaint and are dealing with it.  This will set out the name of the person dealing with the complaint. That person will explain to you in plain language the Society’s position. Included with that letter will be a copy of this leaflet, which sets out our Internal Complaints Procedure. We do not charge a fee for investigating your complaint.

We will ensure that we keep you informed of the progress of the measures being taken to resolve your complaint.

No later than eight weeks after receipt of your complaint we will send you our Final Response. At this stage you can refer the complaint to the Financial Ombudsman Service if you are dissatisfied with our Final Response. The Society is a participant of the Financial Ombudsman Service.  Details of the Financial Ombudsman Service’s scheme will be sent to you at this stage. Further information on the Financial Ombudsman Service can be obtained from their website  http://www.financial-ombudsman.org.uk/.  If you choose to use the Financial Ombudsman Service, you should refer the complaint within six months from the date when we send our Final Response to you.

You can contact the Society’s Executive responsible for Complaints, Phillippa Cardno, at the Head Office address: Newbury Building Society, 17 Bartholomew Street, Newbury, Berkshire RG14 5LY.

We will always try to resolve any complaint speedily and at the earliest possible stage. If we have not been able to resolve any complaint by the following day our aim will be to resolve complaints within 10 working days.  The person dealing with your complaint will be authorised by the Society to settle your complaint (or will have ready access to someone who does).