The small print - Legal information

The services referred to on this website are only available to residents in England, Wales and Scotland and are not an invitation or offer to sell mortgages, savings or investment products or any other services outside these areas.

The information provided does not constitute financial or other professional advice. If you want to take up any services, please seek further information from Furness Building Society, an appropriate subsidiary or a Financial Adviser. All the products and services described are subject to availability and may be withdrawn, at any time without notice.

While every care is taken to ensure that the information provided is correct, no warranty is given as to its accuracy. Neither Furness Building Society nor its subsidiaries will accept any liability for any losses or damages whatsoever from use or inability to use this site or from any error or omission in information.

Data Protection

You have a right of access under the Data Protection Act 1998 to personal information held by us. Please contact our Head Office if you require details. All your personal information will be treated as private and confidential and none of these details will be disclosed to anyone with the exception of cases permitted by law.

Financial Services

Furness Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Furness Building Society is on the Financial Services Register under registration number 159624.

The selling and administering of Furness Home Insurance is undertaken by Furness Building Society and Heath Lambert Insurance Services (HLIS), which is a trading name of Heath Lambert Limited (HLL).

 

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a building society is unable to meet its financial obligations. Most depositors - including most individuals and small businesses - are covered by the scheme.

An eligible depositor is entitled to claim up to £85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors the maximum amount that could be claimed would be £85,000 each (making a total of £170,000). The £85,000 limit relates to the combined amount in all the eligible depositor’s accounts with the building society, including their share of any joint account, and not to each separate account.

For further information about the scheme (including the amounts covered and eligibility to claim) please ask at your local branch, refer to the FSCS website www.FSCS.org.uk or call 020 7892 7300 or 0800 678 1100.

A deposit is excluded from protection if:

1. The holder and any beneficiary owner of the deposit have never been identified in accordance with money laundering requirements. For further information, contact your bank, building society or credit union

2. The deposit arises out of transactions in connection with which there has been a criminal conviction for money laundering

3. It is a deposit made by a depositor which is one of the following:
• Credit Institution
• Financial Institution
• Investment firm
• Insurance undertaking
• Reinsurance undertaking
• Collective investment undertaking
• Pension or retirement fund *
• Public authority

For further information about exclusions, refer to the FSCS website at www.fscs.org.uk

* Deposits by personal pension scheme, stakeholder pension schemes and occupational pension scheme of micro, small and medium sized enterprises are not excluded.

Complaints

At the Furness, we always try to provide a first-class service. Occasionally, however, things can go wrong and if they do, we'll make every effort to put them right.

Ways to contact us

Website - If you have a complaint, you need to contact to someone who understands your concerns.  You should contact the relevant branch or agency (see the Contact Us page - Branch Finder or Agency Finder) or Head Office department by calling Furness Direct on 0800 83 43 12 or 01229 824560. You can also e-mail us via the Contact Us page or at furness.direct@furness-bs.co.uk or write to us at 51-55 Duke St, Barrow-in-Furness, Cumbria LA14 1RT.

The Society has a complaints handling procedure and a copy is available on request.

What happens next?

We will record your complaint and work hard to resolve it within 3 working days, starting from the day after we received it.  If it is possible to resolve your complaint within this timescale, we will send you a letter to confirm this.

Please note that in most cases we will contact you by telephone to discuss your complaint so it’s important to note that our call will not display a phone number, it may display e.g. No Caller ID.

Some complaints take longer to resolve and under the rules which govern how we handle complaints, we have 56 working days (around 8 weeks) to complete the process, however, we are committed to resolving complaints as soon as possible.  We will write to you to acknowledge that we’ve received your complaint, confirm the next steps and provide you with the contact details of the person handling it.  When we have completed our thorough investigation, we will write to you with a final response, that will include what we have looked at, what we have found out and our decision.

Financial Ombudsman Service

We hope that the final decision you receive will provide you with sufficient information to explain the investigation and how we came to our decision, however, If you are not satisfied with the outcome, you can refer it to the Financial Ombudsman Service (FOS) and ask them to look into it for you. We will send you a leaflet that explains the FOS procedure with our final response.  If you decide to refer your complaint to FOS, you must do so within 6 months of our final response. The contact details of the Financial Ombudsman Service are:

The Financial Ombudsman Service
Exchange Tower
London  E14 9SR

Telephone:  0800 023 4 567 or 0300 123 9 123
Website: www.financial-ombudsman.org.uk

Online Dispute Resolution (ODR)

The European Union has an Online Dispute Resolution platform which may assist customers in resolving disputes about products and services bought online. This is another platform to resolve disputes via the Financial Ombudsman Service ( FOS) in addition to a customer’s existing right to contact FOS directly. The ODR can be accessed at the Online Dispute Resolution section of the European Commission website.  Please note that if you choose to submit your complaint in this way, it will be forwarded to the Financial Ombudsman Service.

If you use the ODR platform, when you complete the form, please include the following email address as our contact point: furness.direct@furness-bs.co.uk

Social Media

Keep it safe and be polite.  It is important to keep yourself safe online, and social networking sites are no exception.

Other

These terms shall be governed by English law and the language we will use in our communications will be English.

Your home may be repossessed if you do not keep up repayments on your mortgage.

Money Advice Service does not endorse the products and services of Furness Building Society.









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