Tell us what you think

We are always listening to our members, whether that be in a branch, on a call or in an email.

So whether you want to tell us how well we’ve done, or you have an idea for an improvement, or even a concern you wish to raise, we want to hear from you.

Simply drop us an email, and we will be in touch!

Feedback Email Online feedback form

Complaints

If you want to make a complaint instead, we need you to follow this process.

The complaints process

We are so sorry you feel we’ve let you down, but rest assured we want to make it right. We always aim to provide a great service to our customers, but mistakes and misunderstandings do sometimes happen. We want to thank you for allowing us to put it right.

The following guide outlines what happens.

Making a complaint

You can make a complaint by simply emailing us at complaints@darlington.co.uk

or you can phone, write or visit Head Office or any of our branches.

Investigating and resolving your complaint

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 complaints@darlington.co.uk, 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.

External review by the Financial Ombudsman Service

If, after we’ve done everything we can to help, you’re not satisfied with our final response, you can refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free independent service for consumers, and can be contacted at:
www.financial-ombudsman.org.uk or email complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service will not consider a complaint unless we have issued our final response, or eight weeks after we received your complaint, whichever is sooner.

You have six months from the date of our final response to refer your complaint to them.

Related Pages

Making a complaint

To make a complaint simply

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