Scottish Building Society is a mutual organisation, run for the benefit of our members - our saving and borrowing customers. As such we aim to provide you with a first class personal service and to keep your interests at the centre of all of our activities. To achieve this, we undertake to:

• listen to your needs and treat you as an individual;
• give you clear and accurate information in plain language to enable you to make informed choices;
• act with integrity at all times;
• explain our decisions clearly to you; and
• address your concerns seriously and with understanding.

Customer Service is a hot topic within the Society as we have recently become a member of the Institute of Customer Services, with the aim to build and improve on all areas of customer service.

To start this, we are currently developing a Customer Comment system, with Customer Comment cards and boxes available in all branches. We are always keen to hear your views on all Society products and services and look forward to hearing your comments. In turn, we will provide feedback to members who take the time to participate in this new initiative.

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