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.  The following is to set out our procedures if you make a complaint.

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. If we have not resolved your complaint within five days of your complaint being received we will refer your case to the Assistant General Manager – Customer Services for investigation. Included with that letter will be a copy of this leaflet which sets out our Internal Complaints Procedure.

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.  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 will be 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. The Society is a Member of the Financial Ombudsman Service’s scheme.  Details of the Financial Ombudsman Service’s scheme 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 must ensure that you refer the complaint to the Financial Ombudsman Service within six months from the date when the Final Response is sent to you by us.

If the complaint was dealt with by a member of staff in one of our Branches we will tell you who you can refer the complaint to in our Head Office if you are still dissatisfied.  You may also 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).