Complaints Procedure

1. Our promise to you

The Society aims to provide an efficient, friendly, personal service to all our members. We believe that we are here to serve you and are committed to treating you fairly.

If at any time we fail to live up to these standards or give you any grounds for dissatisfaction then please do tell us. We promise that we will listen sympathetically and do our utmost to resolve any problem or misunderstanding promptly and in a fair and effective manner.

2. Informing us of any complaint

There are three ways in which you can do this:

i) If convenient please raise any issue immediately with a member of our staff. Explain to them the nature of your problem. They will try to help and will refer you to their Manager if appropriate, with a view to resolving the problem immediately. If this is not possible they will record the details of your complaint and arrange for it to be investigated.

ii) It may be impractical or inappropriate to discuss the problem with a staff member, or your complaint may involve complex issues or legal matters. In these circumstances please contact the Compliance Department at the address shown on the final page of this leaflet. Contact may be made by any convenient means. Please explain fully the nature of the problem and we will endeavour to resolve it as quickly as possible.

iii) 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.

3. How we will deal with your complaint

If your complaint can be resolved to your satisfaction within 3 business days, we will write to you:

  • Detailing the fact you have made a complaint which the Society considers to have been resolved;
  • Offering redress where appropriate;
  • Referring you to the Financial Ombudsman Service if you subsequently decide you are dissatisfied with the resolution of the complaint and explaining you have six months to do so. We will also enclose a copy of the Financial Ombudsman Service’s explanatory leaflet.

If your complaint is complex and we require a longer period to investigate then we will write to you promptly:

  • Acknowledging your complaint
  • Providing the name and contact details of the person handling your complaint;
  • Enclosing a copy of this notice (unless already given to you) to ensure that you are fully aware of our procedure;
  • Providing an estimate of the period we need to reach a final decision.

Once we have completed our investigation within a period of eight weeks we will write to you:

  • Detailing our understanding of your complaint and explaining why the Society acted as it did;
  • Offering redress where appropriate (whether we accept or reject your complaint, giving reasons for doing so);
  • Referring you to the Financial Ombudsman Service if you remain dissatisfied and explaining that you have six months to do so.
  • Explaining that this is our final response to your complaint and enclosing a copy of the Financial Ombudsman Service’s explanatory leaflet.

If after a period of eight weeks from receipt of your complaint we are still unable to give a response we will write to you:

  • Explaining why we are still unable to take a final decision and indicating when we expect to do so.
  • Informing you that if you are dissatisfied with the delay you may refer your complaint to the Financial Ombudsman Service.
  • Providing you with a copy of the Financial Ombudsman Service's explanatory leaflet (unless we have already done so). We will endeavour to provide you with our final response as quickly as possible.

If you are happy with our response to your complaint then you need do nothing more - the Society will regard the case as closed if we do not hear from you within 8 weeks of our letter.

4. Complaints we receive against another firm

Where you make a complaint to us against another firm or you are uncertain that the complaint is against another firm, we will refer your complaint promptly to the other firm. At the same time we will notify you of this action by way of a final response letter.

We sincerely hope that you will be satisfied with every aspect of your dealings with the Society. However, if you are dissatisfied please contact us. We will listen sympathetically to your comments and take appropriate action to ensure we continue to provide a high quality service to all our members.

The address for notification is:
Compliance Department
Monmouthshire Building Society
Monmouthshire House
John Frost Square
NP20 1PX

5. Information on PPI Claims

Should you wish to make a claim about PPI you have until 29 August 2019. To make a claim please follow our Complaints Procedure as detailed above.

Alternatively, for further information about PPI please visit the FCA’s website here or call 0800 1018800.

The FCA have also produced an information leaflet which can be accessed from the FCA’s website here.

You will also find advice available from the following websites:

· Which? – How to reclaim mis-sold PPI for free

· Resolver –Free PPI reclaim

Or Contact Us


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