Complaints Procedure

The Society prides ourselves in providing all our
customers with an efficient, friendly and personal
However, we recognise that on occasions things
can go wrong. If we haven’t lived up to your
expectations, by letting us know we can work with
you to understand what’s happened. This gives us
the opportunity to put matters right for you and
to improve our service for everybody.

How do I make a complaint?
You can make a complaint in the following ways:
• In person at any one of our branch or agency offices
• By phone on 01633 844 444
• In writing to our Complaints Team at:

Monmouthshire House
John Frost Square
NP20 1PX

• Online: via our secure messaging service
Alternatively, you can use Online Dispute Resolution (ODR)
where you can submit a complaint only for products and
services bought online. To find out more or to use this
facility please access the ODR platform website This is an alternative
option for resolving a complaint via the Financial
Ombudsman Service (FOS) and not a replacement or
amendment to current FOS access rights.

How we handle your complaint

Summary Resolution Communication
(within 3 business days)

If we are able to resolve your complaint to your satisfaction
within 3 business days following the day on which we
receive your complaint we will issue you with a Summary
Resolution Communication. This will let you know that your
complaint has been resolved and will tell you about the
Financial Ombudsman Service (FOS)

Acknowledgement (within 5 business days)

If we are unable to resolve your complaint within 3 business
days we will write to you within 5 business days
acknowledging your complaint. We will provide you with
details of who is dealing with your complaint and give an
estimate of the time it will take us to reach our decision

Final Response

If the complaint involves saving account services such as
paying cash into and withdrawing cash from your account
and, making electronic payments (direct debits, standing
orders and faster payments) we will complete our
investigation and write to you with our final response within
15 business days. If there are any exceptional circumstances
the 15 business days can be extended to a maximum of 35
business days however, we will send a holding letter in the
meantime advising of the extension.

For all other complaints, our final response will be issued
within 8 weeks. If we are unable to resolve the complaint
within 8 weeks we will write to you indicating when we
expect to be able to do so
Our final response letter will advise whether or not we accept
your complaint, give our reasons for the decision and will tell
you about the Financial Ombudsman Service (FOS)
If you are happy with our decision you need do nothing
more. We will regard your complaint as closed if we do not
hear from you within 8 weeks of our letter

Independent Review

If you are unhappy with our decision, you may be able to ask
the Financial Ombudsman Service (FOS) to look at your
complaint. If this is the case we will inform you in writing. The
FOS offers a free unbiased service for resolving disputes
If you decide to refer your complaint to the FOS, you should
do so within 6 months of the date of our final response

You can contact the FOS in the following ways:



Phone: 0800 023 4567

In writing:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Complaints we receive about another firm
If you make a complaint to us about another firm or you are
uncertain that the complaint is about another firm, we will
refer your complaint to them promptly. At the same time,
we will notify you of this in a final response letter


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