Complaints Handling Procedure

Furness Building Society is committed to providing you with a first class service.  However, there may be occasions when you are not entirely satisfied.  We would like to be made aware of your concerns as soon as possible as your feedback will help us to identify ways in which we can improve our service and prevent the issue from happening again.  Our aim is to resolve your complaint promptly and fairly.

Ways to contact us

Please contact us via the website Contact Us page or email at furness.direct@furness-bs.co.uk.  You can visit or write to the relevant branch or agency (see the Contact Us page - Branch Finder or Agency Finder) or by calling us on 0800 83 43 12 or 01229 824560. Finally you may write to us at 51-55 Duke St, Barrow-in-Furness, Cumbria LA14 1RT.

Click to see the Society’s complaints handling procedure.

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.

What happens next?

We will record your complaint and work hard to resolve as quickly as possible dependent on the nature of the complaint there are different timescale to resolve. For further information please see the complaints handling procedure.

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
Email: complaint.info@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 or http://ec.europa.eu.consumers/odr .  Please note that if you choose to submit your complaint in this way, it will be forwarded to the Financial Ombudsman Service.

PPI Claims

For information about the two year PPI claim deadline you can visit the FCA's PPI website or call the FCA's PPI helpline 0800 101 8800 and discover whether you are eligible to make a claim.

The FCA have also produced a PPI information leaflet - PPI complaints end 29 August 2019 - what will you decide

Other useful sites providing free advice are:

Other Information

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.

 

Like most websites Furness Building Society use cookies, and in order to continually improve our website, we collect non-personal data through cookies. By continuing to use the website you are accepting the use of these cookies. To find out more read our Cookie Policy.