We will always try to resolve your problem as quickly as possible.
Our Customer Resolution Team will review and investigate what has happened, keeping you updated along the way, and may contact you during the investigation for further information.
Once the team have completed the investigation someone will contact you to discuss your complaint, what they have found and our proposed resolution.
This, along with our final response, will all be put in writing to you to conclude the complaint.
If your complaint is about a payment service we aim to respond within 15 working days of receipt. If there are exceptional circumstances beyond our control, we may take up to 35 working days.
If the complaint raised is not regarding a payment service, we will provide you with our final response within 8 weeks. Although we will normally be able to resolve concerns much earlier, if we think this will take longer, we will of course let you know.
You can contact the Customer Resolution Team during the investigation of your complaint by emailing firstname.lastname@example.org, phoning or writing to our Head Office.
Should you have any concerns during the complaints process, either with the progress of your complaint or any other issue, you should contact our Chief Operating Officer, Chris Hunter, at the Society’s Head Office address at the bottom of this page.