Customer Complaints

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.

Darlington Building Society takes every effort to ensure that our 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.

If you feel the service you have received has fallen below our high standards, please complete the form below.

At Darlington Building Society we take your privacy seriously. As part of our relationship with you we have a responsibility to make sure that you are aware of what we do with your information and how we look after it. Our Privacy Notice Summary can be found here. This document explains key details about how we as an organisation look after your personal information. If you require further details our full Privacy Notice can be found here.

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
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.

The Financial Ombudsman Service provides a free independent service for consumers, and can be contacted at:
The Financial Ombudsman Service Exchange Tower London E14 9SR
Telephone Number: 0300 123 9 123 or 0800 023 4567

The Financial Ombudsman Service will not consider a complaint before we have issued our final response, or until after eight weeks following receipt of the complaint, whichever is sooner. Any referral to the Financial Ombudsman Service must be made within six months of the date of our final response letter.

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.

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 (9:30am and 5pm Tuesday) or
9am and 12pm on Saturday