Dealing with complaints

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

Getting in touch
Contact a member of staff at your local branch, or at our Head Office. You can do this in person, by telephone, in writing or if you prefer, you can email 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 within three working days that your complaint has been referred to a Manager for investigation and indicate how long it will take to confirm the outcome.

The Manager’s decision
The Manager will investigate the circumstances of 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 eight weeks after you raised your complaint. Their letter will confirm whether The Cambridge Building Society upholds or rejects your complaint. Where we reject your complaint, we will advise you of our reasons for doing so.

If you are still dissatisfied
We are committed to resolving complaints whenever possible through our internal complaints procedure. If, after receiving the Manager’s detailed response, you are not satisfied that we have resolved your complaint, you can take your dispute to the Financial Ombudsman Service. You must do this within six months from the date of the final response issued by us.

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
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567, free for people phoning from a 'fixed line' (for example, a landline at home) or 0300 123 9123, free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02.

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

A leaflet providing details about the Financial Ombudsman Service is available on request.

This complaints procedure does not affect your legal rights.

 

PPI Complaints:

The 2 year deadline for PPI mis-selling complaints started on 29 August 2017.

Should you wish to make a complaint relating to mis-sold PPI you have until 29 August 2019, any complaints we receive after this date will not be considered.

 

Where else can I get help?

FCA’s PPI website - Everything you need to know about PPI and how to claim back money you’ve paid

Or, the FCA’s PPI helpline - 0800 101 8800

Other useful sites providing free advice are:

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

Resolver - Free PPI reclaim

The Financial Ombudsman and The European Commission online Dispute Resolution Platform (ODR)

The European Commission also provides an on-line dispute resolution (ODR) platform which allows consumers to submit their complaint through a central site which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. In relation to The Cambridge this is the Financial Ombudsman Service and you can go to them directly as shown in the contact details above. For more information about ODR please visit http://ec.europa.eu/odr