Customer Complaints

Darlington Building Society takes every effort to ensure that its customers enjoy a trouble free service. However, there are occasions when our customers may be disappointed with the service they receive, or some difficulty might arise.

We operate a straightforward internal customer complaints procedure which has been designed to resolve your complaint as quickly as possible and to meet the requirements of the Financial Conduct Authority and Financial Ombudsman Service.

If you are unable to settle a dispute with Darlington Building Society, you can ask for an independent review of your complaint by referring the matter to the Financial Ombudsman Service. You may also seek recourse through the EU's online dispute resolution platform. You can visit the platform at Please use as our contact address in the platform.

Please note that Online Dispute Resolution is not a replacement or amendment to your rights provided by the Financial Ombudsman Service, but an alternative service.

Click below to view our simple customer complaints process which explains how to make a complaint.  Alternatively if you would like to speak to someone or request a copy of our customer complaints process, please contact your local branch using the Branch finder on the right hand side of this screen.

Complaints Process

Want to speak to a friendly staff member?

Sometimes it's easier to discuss things face-to-face. All our branches have staff ready and waiting to talk. If you’d like to discuss your options or you think you need help, call in at your local branch.

Branch finder

Alternatively call our enquiries line between:

9am and 5pm Monday to Friday or
9am and 12pm on Saturday

Our staff will be more than happy to help with any questions or queries