Complaints

Our complaints procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS).

Latest Customer Complaints Data

All financial organisations that receive more than 500 FCA reportable complaints during a six month period are required to publish data on complaints received in accordance with FCA Dispute Resolution: Complaints Sourcebook (DISP).

Whilst the Society received less than 500 complaints during the last 6 months 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 provides 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 here. (January – June 2021)

In the first instance

Please contact us via:

Telephone:

0800 028 8650

Post:

Customer Relations
Newcastle Building Society
1 Cobalt Park Way
Wallsend
NE28 9EJ

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 do all we can to resolve your complaint within 3 working days following the day on which it is received.

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 then be issued setting out our understanding of your concerns and a possible resolution. If you feel you have any additional information to support your complaint whilst we investigate it for you, then please let us know so we can resolve matters for you in full.
3. We are required to send a "final response" to your complaint within set timescales depending on what your complaint is about. Most complaints we receive need to be responded to within 8 weeks, however some complaints relating to payment services need to be responded to within 7 weeks.
4. If we are unable to issue our full and final response within these timescales we will write to you to update you on the progress of your complaint and the expected resolution date, where possible.
5. 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 we have not been able to send you our final response within the required timescales, you may refer your complaint to the Financial Ombudsman Service (FOS). Referrals to FOS are free of charge and must be referred to FOS within 6 months from the date of the final response letter.

PPI (Payment Protection Insurance)

For further details please visit our section on Payment Protection Insurance.

The Financial Ombudsman Service

Address

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone 0800 0234567 - free on mobile and landlines.
0300 1239123 - calls to this number cost no more than calls to 01 and 02 numbers.

E-mail complaint.info@financial-ombudsman.org.uk

Website www.financial-ombudsman.org.uk

Customer Relations

Address

Customer Relations

Newcastle Building Society
1 Cobalt Park Way
Wallsend
NE28 9EJ

E-mail

complaints.officer@newcastle.co.uk