Customer Service

How to Make a Complaint
There are several ways you can raise a complaint with us:

• In person, by visiting one of our Relationship Centres and speaking to a member of staff. You can find our locations and opening hours here 
• Over the phone, by calling us on 0333 207 4007. Our lines are open 9am - 5pm Monday to Friday (10am - 5pm Wednesday)
• By writing to us at:
  Scottish Building Society
  SBS House
  193 Dalry Road
  Edinburgh
  EH11 2EF
• By emailing us at mail@scotbs.co.uk

If you write to us or email us please include your name, address, account details, a contact number if you’re happy for us to call you, and details of what happened and when it happened.

How We’ll Handle Your Complaint
When we receive your complaint, we’ll make every effort to investigate it and resolve it for you as quickly and fairly as possible.
If we can’t resolve it within 3 working days, we’ll send you a letter acknowledging that we’ve received your complaint and that we’re investigating it for you.

We’ll keep you updated on the progress of your complaint throughout the investigation, and we’ll write to you no later than 8 weeks after first receiving your complaint with either our final response or an explanation of why we haven’t yet been able to resolve it along with an estimated time for when you can expect a resolution.

Resolution of Your Complaint
In our final response letter, we’ll outline the details of our investigation, our decision, the steps we’ll take to put it right if applicable, and information about the Financial Ombudsman Service.

If you’re not satisfied with our response, or in the unlikely event your complaint isn’t resolved within 8 weeks (or within 15 days for a complaint relating to an electronic payment), you can take the matter further by contacting:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk