Newcastle Building Society

Customer Complaints

We aim to provide high quality financial services tailored to meet the needs and expectations of our customers. We do however, accept that there may be times when things go wrong and you feel dissatisfied. When this happens, we want to hear about it so we can explain things and put them right.

The Newcastle Building Society is covered by the Financial Ombudsman Service, and has laid down a formal complaints procedure. We do, however, endeavour to resolve any matter as quickly as possible and trust that use of the full procedure will not be necessary.

Our aims:

Make sure your complaint receives a full and fair investigation
Sort out your complaint quickly in accordance with strict timescales
Apologise when things have gone wrong and make sure we put them right

In the first instance

Please contact us via:

Telephone:: 0845 600 4370
Post:: Newcastle Building Society
Portland House
New Bridge Street
Newcastle upon Tyne
NE1 8AL
E-mail:: complaints.officer@newcastle.co.uk
Branch:: Branch Finder

We will endeavour to resolve your concerns quickly. Please provide us with your name, account or policy number, the reason for your concern and as much relevant information as possible to assist us and we will try to resolve your problem within 24 hours.

If you are still not satisfied Tell us and we will now log your concern as a formal complaint within our internal complaints procedure to be dealt with as follows:

Stage One

Upon receipt of your formal complaint we will issue a prompt acknowledgement and/or an initial response setting out our understanding of your complaint. We will endeavour to resolve your concerns at this stage, if we can.

Stage Two (Final Response)

Following receipt of our initial response, if you are still unhappy please let our Customer Relations Team know and a further review of your complaint will be carried out. A final response to your complaint will be issued within 8 weeks from the date we receive your initial complaint.

If we are unable to issue our final response within 8 weeks we will write to update you on the progress of your complaint, including an expected resolution date.

At this stage, should you remain dissatisfied with our Final Response we will provide you with details of the Financial Ombudsman Service. At this time you may be able to refer your case to the Financial Ombudsman for an impartial review.

The Financial Ombudsman Service

Address: Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Customer Relations Team