IF YOU HAVE A COMPLAINT, WE WANT TO PUT THINGS RIGHT.
Our commitment to you
We are committed to providing you with a first class customer service. However, there maybe 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
- Your local branch
Contact a member of staff at your local branch. You can do this in person, by phone, via e-mail or in writing. Our 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 refer your complaint to an Area or Department Manager.
- The Manager's decision
The Area or Department Manager will write to you the same day to confirm that your complaint is being investigated and indicate how long it will take before we can put things right. If it takes longer than the time specified, the Manager will provide you with a progress report before sending a detailed response.
- 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 Service. Write to: Head of Service, Cambridge Building Society, Head Office Administration Centre, PO Box 232, 51 Newmarket Road, Cambridge CB5 8FF or telephone 0845 601 3344. Our Head of Service will review your complaint and will provide a full and considered response on behalf of the Society.
- Referral to the Financial Ombudsman Service
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 address to contact is: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Phone: 0845 080 1800. Website: www.financial-ombudsman.org.uk
A leaflet detailing the Financial Ombudsman Service is available on request at all of our branches and at our Head Office Administration Centre.
This complaint procedure does not affect your legal rights.
The Cambridge Building Society is an independent, local, mutual society. It aims through responsible administration to offer competitive rates of interest to both savers and borrowers; and to provide a first class service to the community from conveniently situated offices.