Customer Services

Important Information about Compensation Arrangements
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.

In respect of deposits, an eligible depositor is entitled to claim up to £50,000. 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 £50,000 each (making a total of £100,000). The £50,000 limit relates to the combined amount in all the eligible depositor's accounts with the 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 the FSCS on: 0800 678 1100

Handling Complaints

In the event that our service does not measure up to your expectations, we have an internal procedure for dealing with your complaint. In the first instance, you should contact the Manager at your nearest Area Office, either verbally or in writing. If we cannot resolve your complaint immediately, we will send you an acknowledgement within five working days and will confirm at that time that you will hear further from us within four weeks. If you are not satisfied with our initial response, you should write to the General Manager at the Head Office address, who will then investigate your complaint and ensure that you receive a further response within a maximum of eight weeks from your initial complaint.

If we do not resolve your complaint after eight weeks, you may then take the matter further by contacting:


The Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London El4 9SR
Tel: 0845 080 1800
e-mail: complaint.info@financial-ombudsman.org.uk


Confidentiality
We always observe strict rules of confidentiality about our customers' financial affairs, and we will not disclose any information to third parties without your express permission, unless legally obliged to do so.

Direct Mail
We do not circulate direct mail indiscriminately. At any time you may give us suitable instructions if you do not wish to receive marketing material.

Interest Rates on Investment Accounts
When interest rates are changed, they are publicised by notices in area and local offices and by advertisements in at least two daily newspapers. Current rates are also available on the Society's website. Details of current rates, and changes during the previous year (including rates for accounts no longer available to new investors) are sent to all investors with the annual Statement of Account.

Interest Rates on Mortgage Accounts
Interest is normally charged from the date of the loan cheque until the end of that month and then monthly thereafter on the amount owing. Interest on some mortgage accounts is charged annually, calculated to 31 January each year. Additional charges may be made if payments are not kept up to date, in accordance with the mortgage conditions. Changes in mortgage rates are publicised by advertisements in at least two daily newspapers. An adjustment to the interest charged is made immediately for individual capital repayments made to an account.
When you redeem your mortgage, interest will be calculated to the end of the month of redemption. Additional interest may also be charged if you redeem all or part of your mortgage within five years, or there may be a charge based on any incentive made in connection with your loan.

Administration Charges for Late Payment
The Society will apply administration charges should you fail to make mortgage payments when they are due - and where the arrears balance exceeds £50. A charge of £25 per month will be applied from the second month following notification of arrears until the account is brought up-to-date. A further charge of £50 per quarter will be applied where the amount unpaid exceeds 2 months' payments. These charges will not apply where an agreed arrangement to clear arrears is entered into and maintained. Any additional direct costs associated with the arrears (such as legal and valuation fees) will be charged to the mortgage account.

Charges
Details of charges which may be applied for specific services are listed on the Fees and Charges page (see left hand menu). Charges for services not listed are subject to negotiation and will be confirmed in writing before they are applied.

Rules of the Society
All share, deposit and mortgage accounts are issued and operated subject to the Society's Rules. You may obtain a copy of the Rules free of charge on request.

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