Complaints Policy

Article

  • Melanie Mildenhall

    Director of Customer Service

Whilst we want to make sure our customers are happy every time, we know there are times when things don't go to plan.

Please tell us when our service does not meet your expectations - it gives us the opportunity to put things right and improve our service.

Newbury Building Society is committed to providing you with a first class service, however, we recognise there may be a time when you wish to make a complaint. You may complain in the following ways:

    • Write to us - you can write to our Head Office at 90 Bartholomew Street, Newbury, West Berkshire, RG14 5EE.
    • By telephone - you can call us on 01635 555700.
    • By email - if you wish to email us, please click here.

  5. You can contact the Society’s Executive responsible for Complaints, Melanie Mildenhall, Director of Customer Service, at the Head Office address: Newbury Building Society, 90 Bartholomew Street, Newbury, Berkshire RG14 5EE.

​​​We will listen

    • We use complaints and feedback to help us improve outcomes for customers. We will always try to resolve your complaint quickly. We aim to resolve complaints within 10 working days. 
    • If we have been unable to resolve your complaint by the third business day after we receive it, we will send you an acknowledgement of your complaint and the name of the person dealing with it. 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, which sets out our decision and the reasons for it.
    • If you are unhappy with our response, you can refer your complaint to the Financial Ombudsman Service. Further information on the Financial Ombudsman Service, which is free and independent, can be found on their website.
    • If you choose to use the Financial Ombudsman Service, you should refer the complaint within six months from the date of our final response to you.

Feedback

If you don't want to make a complaint but wish to provide us with feedback, please complete this form.