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.

If your complaint is related to MPPI, please download and complete the MPPI complaints form which can be found here. Once this has been completed please forward it to complaints@darlington.co.uk so we can action your complaint.

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.

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 http://ec.europa.eu/consumers/odr. Please use contact-us@darlington.co.uk 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

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