Complaints and How to Complain

We are committed to providing our customers with the highest possible standards when it comes to products and services. However, we recognise sometimes we don’t always get it right.

When we do get it wrong, we want you to tell us so that we can put things right as quickly and smoothly as possible. Your complaints help us to understand how we can improve our service and get things right first time.

If you  would like to make a complaint please:
Call: 01858 412250 we are open 9am to 5pm Monday to Friday
Email: customersfirst@mhbs.co.uk

Post to: Market Harborough Building Society, Welland House, The Square, Market Harborough, LE16 7PD.

We will make every effort to resolve your complaint when you first contact us and aim to have it resolved in three working days.

This may not always be possible for a number of reasons. For example, where the complaint concerns a policy or procedure over which the manager has no control, or where you are not satisfied with the manager’s explanation, apology or offer of redress. In such circumstances, the manager will forward details of your concerns to the Chief Executive at the Society’s Head Office, who will investigate and respond to you within eight weeks from the date the original complaint was received.

If you are still not satisfied with the Society’s final response you may take your complaint to the Financial Ombudsman Service (FOS), unless it relates to a matter outside of their jurisdiction. You must do this within six months of receiving the final response from the Society.

You can contact the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

http://www.financial-ombudsman.org.uk/