Complaints Procedure

Scarborough Building Society is committed to providing you with the highest standards of customer service and care. If, at any time, you feel that our standard of service falls below that which you expect or you would like to make any suggestions for improvements, we will make every effort to address your concerns and take action where appropriate.

If you have a complaint our Customer Satisfaction Unit will aim to provide a thorough, effective, fair and prompt way to resolve any difficulties, using our internal complaints procedures.

Our Customer Satisfaction Unit can be contacted by completing our customer complaint form or at the following address:

Customer Satisfaction Unit,
Scarborough Building Society,
Prospect House,
PO Box 6,
Scarborough,
North Yorkshire.
Y011 3WZ

When you first contact our Customer Satisfaction Unit, one of our Complaint Contact Officers will deal with your problem. If they are unable to deal with it immediately, they will send you a letter confirming that they have received your complaint and that they are dealing with it. They will aim to provide you with a full response within 10 working days after that but, in any event, aim to resolve your complaint within 8 weeks of having first received it.

If you remain dissatisfied with the response you are given, you can refer it to a Senior Complaint Contact Officer or our Customer Satisfaction Unit Team Manager. They will carry out a final review of your complaint.

If you go through this process and you are still unhappy with our final response to your complaint, or if we have been unable to provide you with a final response within eight weeks of receiving it, you may refer it for investigation to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR; telephone 0845 080 1800; www.financial-ombudsman.org.uk.