How to complain How to make a complaint

How to complain

How to make a complaint

How to complain

We recognise that there may be occasions when we don't get it right. Please tell us as soon as you can so we can address your concerns.

You can complain in writing, by email, by telephone or in person.

If you would like to make a complaint please call 01858 412250 or email customersfirst@mhbs.co.uk

We are open 9am to 5pm Monday to Friday

Alternatively, you can write 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.

Where your complaint relates to an electronic payment, we will aim to provide you with our final response within 15 working days.

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.

If a final response is not issued to you within eight weeks, you will normally have the right to refer the matter to the Ombudsman without further delay. However, if you take more than a week to respond to correspondence during the course of the complaints procedure, the additional time in excess of one week may be excluded when calculating the eight week final response deadline.

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

www.financial-ombudsman.org.uk