How To Complain

Resolving a Problem

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.

How to contact us if you have a complaint?

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: Chief Executive, Market Harborough Building Society, Welland House, The Square, Market Harborough, LE16 7PD.

How we deal with your complaint?

We will make every effort to resolve your complaint when you first contact us and aim to have it resolved in three working days. If the complaint cannot be resolved in the first instance we will refer it to a manager for further investigation. If after responding to your complaint you are still not satisfied with the way we have dealt with it, details of your concerns will be passed to the Society’s Chief Executive and the matter will be dealt with as a formal complaint. All complaints received in writing via email or letter will be treated as formal complaints and will be acknowledged as soon as possible. The Chief Executive will aim to investigate your concerns and respond within fourteen days. Eight weeks is the maximum length of time we have to respond to you from the date the original complaint was received.

Taking further action

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/

Our track record with dealing with complaints

The tables below show the number of complaints we resolved between 1 July 2016 and 30 June 2017. We receive very few complaints, but when we do they are dealt with promptly and seriously.

Complaints closed by MHBS in the period 01/01/2017 – 30/06/2017
Area Number Number Upheld
Mortgages 7 2
Savings 7 5
Complaints assessed by the Financial Ombudsman Service (FOS) in the period 01/01/2017 – 30/06/2017
Area Number of cases sent to FOS Upheld
Mortgages 1 0
Savings 0 0

In the same time period the Financial Ombudsman Service assessed 578 cases across the industry relating to Mortgages and Savings. Out of these a total of 201 were upheld (FOS, 2017).

Complaints closed by MHBS in the period 01/07/2017 – 31/12/2017
Area Number Number Upheld
Mortgages 5 2
Savings 8 3
Complaints assessed by the Financial Ombudsman Service (FOS) in the period 01/07/2017 – 31/12/2017
Area Number of cases sent to FOS Upheld
Mortgages 0 0
Savings 0 0

In the same time period the Financial Ombudsman Service assessed 952 cases across the industry relating to Mortgages and Savings. Out of these a total of 258 were upheld (FOS, 2017).

Previous data can be found below:

1 January - 30 June 2016

1 July - 31 December 2015

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