Complaints

Our complaints procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS).

Latest Customer Complaints Data

All financial organisations that receive more than 500 FCA reportable complaints during a six month period are required to publish data on complaints received in accordance with FCA Dispute Resolution: Complaints Sourcebook (DISP).

We welcome any measures within the financial services sector that encourage transparency and support the improvement of customer service.

The information we receive via complaints provides a useful insight into the day-to-day issues that are important to our Members, which can help us make improvements to our products and services.

Please find our latest data by clicking the link below:

View our latest Customer Complaints Data here.

January - June 2023

In the first instance

Please contact us via:

Telephone:: 0800 028 8650
Post:: Customer Relations
Newcastle Building Society
1 Cobalt Park Way
Wallsend
NE28 9EJ
E-mail:: complaints.officer@newcastle.co.uk

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 do all we can to resolve your complaint within 3 working days following the day on which it is received.

Resolving your complaint

We will send you a prompt written acknowledgement to advise you that we have received the complaint and are dealing with it.

A full and final response will be issued within 8 weeks from the date we receive your initial complaint, setting out our understanding of your concerns and a possible resolution.

If we are unable to issue our full and final response within 8 weeks we will write to you to update you on the progress of your complaint and the expected resolution date, where possible.

We are committed to ensuring that all complaints are fairly addressed. However, if you are still unhappy with the outcome of our full and final response, or if 8 weeks have passed and we have been unable to respond, you may refer your complaint to the Financial Ombudsman Service (FOS). Referrals to FOS are free of charge and must be referred to FOS within 6 months from the date of the final response letter:

If you prefer, or if you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full.
Alternatively you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within 6 months of the date of our final response letter.

PPI (Payment Protection Insurance)

In common with many financial institutions, the Society is receiving contact from customers who believe they may have been mis-sold PPI.

For further details please visit our section on Payment Protection Insurance.

If your complaint relates to a product or service purchased online and you are not satisfied with our response you may refer your complaint to the Online Dispute Resolution (ODR) who will aid you in submitting your complaint to the FOS as our mandatory Alternative Dispute Resolution (ADR) provider http://ec.europa.eu/odr

The Financial Ombudsman Service / Online Dispute Resolution

Address: Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone: 0800 0234567 - free on mobile and landlines.
0300 1239123 - calls to this number cost no more than calls to 01 and 02 numbers.
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Online Dispute Resolution

Website: http://ec.europa.eu/odr

Customer Relations

Address: Customer Relations
Newcastle Building Society
1 Cobalt Park Way
Wallsend
NE28 9EJ
E-mail: complaints.officer@newcastle.co.uk