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

PPI (Payment Protection Insurance)

In common with many financial institutions, the Society is receiving contact from customers who believe they may have been mis-sold PPI. For further details please visit our Payment Protection Insurance page.

Latest Customer Complaints Data

Newcastle Building Society (and all other financial organisations that receive more than 500 FCA reportable complaints during a six month period) is required to publish data on complaints received in accordance with FCA Resolution: Complaints Sourcebook (DISP).

This new requirement came into force on 6 April 2010 but covers any reporting period, which ended on or after 1 January 2010.

Whilst the Society received less than the pre-requisite 500 complaints during the last 6 month (443) we have chosen to still publish our complaints data as we welcome the introduction of any measures within the financial services sector that encourage transparency and support the improvement of customer service.

The information we receive via complaints can provide a useful insight into the day-to-day issues that are important to our Members, which can help us make improvements to our products and services.

Please find our latest data by clicking the link below:

View our latest Customer Complaints Data (PDF).


In the first instance

Please contact us via:
Telephone:
0800 028 8650
Post:
Customer Relations
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 log your concern as a formal complaint within our internal complaints procedure to be dealt with as follows:

Resolving your complaint

  1. We will send you a prompt written acknowledgement to advise you that we have received the complaint and are dealing with it.
  2. A full and final response will be issued within 8 weeks from the date we receive your initial complaint, setting out our understanding of your concerns and a possible resolution.
  3. If we are unable to issue our full and final response within 8 weeks we will write to you to update you on the progress of your complaint and the expected resolution date, where possible.
  4. We are committed to ensuring that all complaints are fairly addressed. However, if you are still unhappy with the outcome of our full and final response, or if 8 weeks have passed and we have been unable to respond, you have the following options:-
    • If you prefer, or if you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full.
    • Alternatively you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within 6 months of the date of our final response letter.

The Financial Ombudsman Service

Address
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone
0845 080 1800
E-mail
complaint.info@financial-ombudsman.org.uk
Website
www.financial-ombudsman.org.uk

Customer Relations

Address
Customer Relations
Newcastle Building Society
Portland House
New Bridge Street
Newcastle upon Tyne
NE1 8AL
E-mail
complaints.officer@newcastle.co.uk

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