Beverley Building Society

Internal Complaints Procedure

We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations. We have outlined the process that takes place in this instance.

How to complain

There are a number of ways to raise a complaint with us.

Write to us

Raise your complaint in writing and send to us at:

Beverley Building Society
57 Market Place
Beverley
HU17 8AA

Email us

You can email us at website@beverleybs.co.uk

Call us

You can telephone us on 01482 881510.

Visit us

Visit us at the above address.

What happens next

We will endeavour to investigate the circumstances of your complaint as soon as possible.  Where practicable we will aim to resolve the issue within 1 business day of receipt.  Where we are unable to do this, a written acknowledgement will be issued promptly confirming how we are dealing with it, and in any event not later than ten working days after receiving your complaint.

Your concerns will be fully investigated and a detailed response will be issued. We aim to issue this detailed response within four weeks. However, if it takes longer we will let you know. In any event a final response will be issued within eight weeks of the initial receipt of your complaint.

In the unlikely event that no response is provided by us within the eight week period you are entitled to refer your complaint to the Financial Ombudsman.

Should you have any concerns in the meantime please contact us on 01482 881510.

The Financial Ombudsman Service

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied following the completion of our review, you have the option to refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within six months of the date of our final response.

Please note, while you can refer your complaint to the Ombudsman at any time, they'll need our consent to investigate complaints where:

There are certain types of complaint which are outside the Ombudsman's jurisdiction. Before you refer the matter to the Ombudsman you may wish to call them on 0800 023 4567 or 0300 123 9 123 to discuss your complaint. You can also visit their website on www.financialombudsman.org.uk for more information.

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