Dealing with complaints

IF YOU HAVE A COMPLAINT, WE WANT TO PUT THINGS RIGHT.

Our commitment to you

We are committed to providing you with first class customer service. However, there may be occasions when you feel you have cause for complaint. If so, please tell us about it straight away - and we will do all we can to put things right.

We will investigate your complaint thoroughly and aim to resolve it as quickly and amicably as possible.  To do this, we need to understand the problem. So please help us to help you and follow our ‘complaints procedure’ below.

Complaints procedure

1. Get in touch
   
   Contact a member of staff at your local branch or at our Head Office Administration Centre. You can do this in person, by telephone, in writing or if you prefer, you can e-mail your complaint to complaints@cambridgebs.co.uk. A member of staff will be pleased to assist you. If, however, our staff member is unable to resolve the matter to your satisfaction, he or she will confirm in writing the same day that your complaint has been referred to a Manager for investigation and indicate how long it will take before we can put things right.
   
   
2. The Manager's decision
   
   One of our Managers will investigate the circumstances to your complaint. If it is going to take longer to resolve the matter than we first indicated, the Manager will provide you with a progress report.
    
   Once the complaint has been fully investigated, the Manager will write to you with a final response to confirm the outcome of their investigations. This will be no later than 8 weeks after you raised your complaint. Their letter will confirm whether the Society upholds or rejects your complaint. Where we reject your complaint, we will advise you of our reasons for doing so.
   
   
3. If you are still dissatisfied
   
   If after receiving the Manager’s detailed response you believe that we have failed to deal with the complaint to your satisfaction, you can take the matter up with our Head of Operations. Write to: Head of Operations, Cambridge Building Society, Head Office Administration Centre, PO Box 232, 51 Newmarket Road, Cambridge CB5 8FF or telephone 0845 601 3344.  Our Head of Operations will review your complaint and will provide a full and considered response on behalf of the Society.
   
   
4. Referral to the Financial Ombudsman
   
   We are committed to resolving complaints whenever possible through our complaints procedure.  If after following the procedure you are not satisfied that we have resolved your complaint, you can take your dispute to an Ombudsman.
   The Ombudsman is an independent adjudicator who can investigate and make a decision about outstanding disputes.

The contact details for the Ombudsman are:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London

Phone: 0800 0234 567 free for people phoning from a "fixed line" (for example, a landline at home)  

http://www.financial-ombudsman.org.uk

A leaflet providing details about the Financial Ombudsman Service is available on request at all of our branches and at our Head Office Administration Centre.

This complaints procedure does not affect your legal rights.