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Protecting you

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Confidentiality generally

Because of your relationship with us, the information which we hold about you in order to manage your loan is private and confidential. We recognise this and all our staff are trained to ensure that the information which we hold about you is not disclosed to anyone unless you have agreed to this or the law allows us to do so.

In terms of the general law there are only four situations in which we can disclose information about you. These are:

• where we are compelled by law to do so,
• where there is a duty to the public to disclose,
• where our interests require disclosure, or
• where you have requested or agreed to the disclosure.

Data Protection Act

Your personal information is also protected by the Data Protection Act in respect of information which we hold. The Act requires us to register the ways in which we use the information which we hold about you with the Data Protection Officer.

The Registrar is an independent official whose job it is to see that organisations such as the Society comply with the Act. The Society has also appointed its own Data Protection Officer to liaise with the Data Protection Registrar and to ensure that we continue to comply with the Act as the ways in which we conduct our business develop and change.

For the purposes of the Data Protection Act 1998 the Society is the data controller responsible for the processing of your personal data.

Under data protection legislation you have the right of access to your personal records held on file. A charge may be made by the Society for the administration involved in providing the information. Your personal details will only be released to third parties where the Society is legally compelled to provide the information, where there is a duty to the public to disclose or where the interest of the Society require disclosures. In other cases disclosure will only be made at your request or with your consent.

If you would like any further information on the Act please contact your branch or our Head Office.

Complaints Handling Procedure & Financial Ombudsman Service

We always try to provide a first-class service. Occasionally, however, things can go wrong, if they do, we’ll try to put them right.

If you have a complaint you should where possible contact your local branch or call Furness Direct on 0800 220568 or Head Office on 01229 824560. You can also e-mail us at furness.direct@furness-bs.co.uk or write to us at 51-55 Duke Street, Barrow in Furness, Cumbria. LA14 1RT.

If we do not deal with your complaint to your satisfaction, you can refer it to the Financial Ombudsman Service. The Society is covered by the Financial Ombudsman Service and has a complaints handling procedure. A copy of the complaints handling procedure is available on request.

Complaints we cannot settle may be referred to the Financial Ombudsman Service.

Telephone Calls

Your call may be monitored or recorded to maintain a quality service.

Bankers' References

If a third party asks us to provide them with our opinion of your financial status or your ability to meet certain financial commitments we shall not do so unless you have agreed to this in writing. A charge maybe made for this.

Identification

Before we give you a loan we have to check your identity. We are required by law to do this in terms of regulations designed to detect and prevent money laundering by criminals.

These checks help to protect both you and us.

Our leaflet will tell you what kinds of identification are acceptable. You can also ask at any of our branches, or visit our website www.furness-bs.co.uk

Financial Services

Loans are secured on property and are subject to an appraisal of your financial standing.

Written quotations are available on request.

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.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP THE REPAYMENTS ON YOUR MORTGAGE