We hope that you never need to make a complaint. However, if you ever feel that our service doesn’t meet your expectations, we follow a strict internal procedure for dealing with your complaint. We’ll do our very best to address the matter quickly and fairly.
In the first instance, you should contact the Manager at your nearest Branch or Agency Office, either verbally or in writing. Alternatively, you can write directly to Head Office at:
If we cannot resolve your complaint immediately, we will send you an acknowledgement within three working days. We will confirm at the same time that you will hear further from us within four weeks. We aim to resolve complaints regarding electronic payments within 15 days.
If you are not satisfied with our response, or in the unlikely event we do not resolve your complaint within eight weeks (or within 15 days for a complaint relating to an electronic payment), you may then take the matter further by contacting:
Financial Services Compensation Scheme
For details of coverage please refer to the separate Information Sheet, available from your local Branch.
We always observe strict rules of confidentiality about our members’ financial affairs, and we will not disclose any information to third parties without your express permission, unless legally obliged to do so.
We do not circulate marketing communications indiscriminately, and will only write to you occasionally if we think it is something you will be interested in. If at any time you would like to opt-out of receiving marketing communications, please write to us at Head Office.
When interest rates are changed, this will be publicised by notices in Branches and Agency Offices. Current rates are also available on the Society’s website.
Interest is normally charged from the date of drawdown of the mortgage funds until the end of that month, and then monthly thereafter on the amount owed. Please note the Society does have a small number of historic accounts where interest is charged on an annual basis.
If you have a mortgage with us we recommend you refer to your original mortgage conditions, or alternatively contact us to confirm the details of your mortgage.
An adjustment to the interest charged is made immediately for individual capital repayments made to the account.
When redeeming your mortgage, interest will be calculated to the date of redemption.
We will write to you if we make any changes to mortgage interest rates.
Details of charges which may be applied for specific services are listed on the Fees and Charges page. Charges for services not listed are subject to negotiation and will be confirmed in writing before they are applied.
Rules of the Society
All accounts are issued and operated subject to the Society’s Rules. If you would like a copy of the Rules, free of charge, please give us a call. Alternatively, you can download a copy from our website.