Can we help?
Can we help?
Although the Society is happy to accept your application by post, together with any subsequent transactions it will remain a branch based account and therefore does not fall into the category of a postal account.
From the date that you enter into the agreement with us to open your account (or, if later, the date we provide you with the General Terms and Conditions), you have 14 days in the case of a Child Trust Fund, Junior ISA or fixed rate account or 30 days in the case of any other account (including a fixed rate cash ISA) to notify us in writing at either our Head Office or one of our branches that you want to change your mind. If you notify us within this time, you can:
In this case, you will not have to
If you do not exercise your right to change your mind, you will continue to be bound by the terms and conditions and any special conditions that apply to the particular account until your account is closed by you or us.
We are required by law to check the identity of all account holders. Please see the Identity Verification page on this website for our identification requirements.
| Name of charge | What this charge is for | How much is the charge? |
|---|---|---|
| Duplicate investment statement | Where an investor requests a copy of a previously issued statement, an administration charge is made. | £5 |
| Duplicate tax deduction certificate | Where an investor requests a copy of a previously issued certificate, an administration charge is made. | £5 |
| UK CHAPS payment | Electronically transferring a withdrawal amount of £100,000 or more. | £20 |
| Unpaid cheque | If a cheque credited to an account is later returned to the Society unpaid a charge is made. | £7 |
| General | |
|---|---|
|
Photocopying (deeds and documents) A quotation will be given on request |
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.
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 Furness Building Society Emlyn Hughes House, Abbey Road, Barrow-in-Furness, Cumbria, LA14 5PQ.
The Society has a complaints handling procedure and a copy is available on request.
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.
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
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.
