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  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 Emlyn Hughes House, Abbey Road, Barrow-in-Furness, Cumbria, LA14 5PQ.

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 it as quickly as possible, however this is dependent on the nature of the complaint as there are different timescales.

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

The PPI deadline of 29 August 2019 has now passed

Generally, if you didn't complain to us on or before 29 August 2019, you can no longer claim money back for MPPI.

You may be able to complain to us, or the Financial Ombudsman Service, after the deadline if you experienced 'exceptional circumstances' that meant you couldn't complain in time.

We may ask you to explain the circumstances that caused you to complain after the deadline and why you think they were exceptional. You may also need to supply evidence. We will assess this information and make a decision, using relevant decisions from the Financial Ombudsman Service.

Please note that the Financial Ombudsman Service usually decides that exceptional circumstances only apply in a limited set of circumstances, which can be found here.

For information about the PPC claim deadline you can visi the FCA's PPC website or call the FCA's PPI helpline 0800 101 8800.

To raise a MPPI complaint with us, please use the complaints handling procedure above.

If you have already made a complaint, we're working hard to resolve your complaint and we'll be in touch as quickly as possible.

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.


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