Complaints
Intermediaries
Mistakes are infrequent, but when they are occasionally made, we want to hear about it immediately so we can explain things and put them right. Please contact us immediately on the number below, or alternatively email us and we'll get back to you within 2 working days.
Newcastle Building Society is covered by the Financial Ombudsman Service.
Call us on 0845 602 2338 .
Please note, office hours are between 9.00 am and 5.00 pm Monday to Friday.
Shares and Deposits in this Society are Trustee Investments
Alternatively, you can e-mail us.
Clients
If your client has a complaint we will deal with it in line with our formal complaints procedure. We do, however, endeavour to resolve any complaint as quickly as possible.
We will endeavour to resolve your concerns quickly. Please provide us with your name, account or policy number, the reason for your concern and as much relevant information as possible to assist us and we will try to resolve your problem within 24 hours.
If you are still not satisfied tell us and we will now log your concern as a formal complaint within our internal complaints procedure to be dealt with as follows:
Stage One
Upon receipt of your formal complaint we will issue a prompt acknowledgement and/or an initial response setting out our understanding of your complaint. We will endeavour to resolve your concerns at this stage, if we can.
Stage Two (Final Response)
Following receipt of our initial response, if you are still unhappy please let our Customer Relations Team know and a further review of your complaint will be carried out. A final response to your complaint will be issued within 8 weeks from the date we receive your initial complaint.
If we are unable to issue our final response within 8 weeks we will write to update you on the progress of your complaint, including an expected resolution date.
At this stage, should you remain dissatisfied with our Final Response we will provide you with details of the Financial Ombudsman Service. At this time you may be able to refer your case to the Financial Ombudsman for an impartial review.The Financial Ombudsman Service
Address
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Customer Relations Team
Address
Customer Relations Team
Newcastle Building Society
Portland House
New Bridge Street
Newcastle upon Tyne
NE1 8AL