As Scotland's only independent and the world's longest established building society, it is our aim to provide our members with the highest levels of customer service.

We pride ourselves on our mutual status. As an owner of the business, you can be confident that the Society is run in your best interests. That's why we are committed to providing you with a level of service that is professional, respectful and always straightforward.

 

Making a Complaint

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:

SBS House
193 Dalry Road
Edinburgh
EH11 2EF
 
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:

The Financial Ombudsman Service
Exchange Tower
London
El4 9SR
Tel: 0800 023 4 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

New Saver Enquiries

0345 600 0585

New Mortgage Enquiries

0345 600 4085

Existing Member Enquiries

To talk to us about an existing savings or mortgage account, contact your local office

Find your local office

Lines open 9-5 Mon to Fri (10-5 Wed) and Sat 9-12. Calls may be recorded and/or monitored.