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Complaints procedure

Our internal complaints procedure explained:

 

Stage 1 - If at any time you have cause for complaint, please raise this initially with the people at the Head Office branch with whom you normally deal with, either in person, by telephone -  01494 879500, or in writing. (This can be by fax or E mail). The matter can normally be put right. In some instances we may not be able to resolve the problem immediately and should that be the case then we will aim to resolve it within 3 working days and will issue a resolution letter to you after this time.

Stage 2 - If we have been unable to resolve your complaint within the timeframe above or if you feel that your complaint has not been resolved to your satisfaction within 3 working days, it can be progressed to the next stage and reviewed by our Central Complaints Officer, who is based at our Head Office branch below. You will need to set out the reasons why you remain dissatisfied, so that we can investigate the matter further. The Complaints Officer will contact you directly in order to resolve the complaint to your satisfaction. We will issue an acknowledgment to you within 5 working days and then issue a final response to your complaint within 8 weeks. If we are unable to do this, we will advise you accordingly. This can be done by using the link on our website or by Emailing Complaints@bucksbs.co.uk

Stage  3 - We are always looking to resolve complaints internally, but if you remain unhappy after receiving a final response from our Complaints Officer, you can refer your complaint to an external complaint arbitration scheme as detailed below.

Financial Ombudsman Service:

The Financial Ombudsman Service is an independent adjudicator who can investigate and resolve outstanding disputes between financial services companies and their customers. The scheme covers various activities, and you have the right to have your complaint investigated by the Ombudsman impartially and independently free of charge.

You have 6 months from the date of our “final response” to take your complaint to the Financial Ombudsman, and this period does not include time taken for Buckinghamshire Building Society to complete its internal complaint procedures. FOS may with agreement from both parties review your complaint outside of these timeframes.

The address of the Ombudsman is:

The Financial Ombudsman Service

Exchange Tower
London
E14 9SR
Tel: 0800 023 4 567
E Mail : complaint.info@financial–ombudsman.org.uk
Website: www.financial-ombudsman.org.uk