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:
193 Dalry Road
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:
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.