Making a complaint

Making a complaint

You can be confident that we always have your best interests at heart, but we don’t always get it right.

We’re committed to providing you with a level of service that’s professional and courteous and we hope you’ll never need to make a complaint. However, if you ever feel that our service doesn’t meet your expectations, we’ll do our very best to look into your complaint quickly and fairly.

In the first instance, please get in touch with your local branch in person or by calling us on 0333 207 4007. Check our location finder for details of your nearest branch.

You can also write to us directly at our Head Office:

Scottish Building Society
SBS House
193 Dalry Road
Edinburgh
EH11 2EF

If we can’t resolve your complaint immediately, we’ll send you an acknowledgement within 3 working days to confirm that we’ll be back in touch with you within 4 weeks. We aim to resolve complaints regarding electronic payments within 15 days.

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

Online Dispute Resolution (ODR)

The Online Dispute Resolution (ODR) platform, designed by the European Commission, offers an alternative solution for customers to file a complaint only if goods or services are purchased online. Using this method allows for customer complaints to be submitted to a central site and then directed to the correct Alternative Dispute Resolution (ADR) Scheme.

The ADR for Scottish Building Society is the Financial Ombudsman Service. If you would like to file a complaint via the ODR platform you can do so here.

Online Dispute Resolution | European Commission (europa.eu)