How to make a complaint
Built by our members, for our members, we aim to offer competitive savings and mortgage products, along with personal customer service and trusted financial advice. However, we understand that sometimes things don’t go as expected, and you might not be fully satisfied with the service you’ve received.
If this happens, we want to hear about it so we can understand what has happened and put it right. We always aim to reply to all complaints and handle them in a timely, fair and consistent way.
Our complaints process has been designed to meet the conditions of the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS).
The below information will guide you through how to make a complaint and what to expect from us.
Phone
0800 028 8650 Lines open: 8.30am to 5.00pm Monday – Friday (closed on bank holidays). Manchester Building Society record and monitor telephone calls for training, quality control and regulatory purposes and to improve our customer service standards.
complaints.officer@newcastle.co.uk
Post
Customer Relations, Newcastle Building Society, 1 Cobalt Park Way, Wallsend, NE28 9EJ
Resolving your complaint
We will try to resolve your concerns quickly. Please share your name, account or policy number with us, the reason for your concern and as much information as possible. We’ll do our best to resolve your complaint within three working days from the day after we receive it.
1. Confirmation
A written acknowledgement will be sent to you, advising you that we have received your complaint and are handling it.
2. Response
A full and final response will then be issued setting out our understanding of your concerns and a possible resolution. If you feel you have any extra information to support your complaint whilst we look into it for you, then please let us know so we can resolve matters for you in full.
3. Final response
We are required to send a "final response" to your complaint within set periods depending on what your complaint is about. Most complaints we receive need to be responded to within 8 weeks, however some complaints that are about payment services need to be replied to within 7 weeks.
If we are unable to issue our full and final response within these periods, we will write to you to update you on the progress of your complaint and the estimated resolution date, where possible.
We are committed to making sure that all complaints are dealt with fairly. However, if you are still unhappy with the outcome of our full and final response, or if we have not been able to send you our final response within the required period, you may refer your complaint to the Financial Ombudsman Service (FOS).
Referrals to FOS are free of charge and must be referred within six months from the date of our final response letter.
In 2024, Manchester Building Society merged with Newcastle Building Society. As a result of this merger, complaints data from both societies is now combined and reported together under Newcastle Building Society. This ensures transparency and consistency in how we monitor and respond to customer complaints.
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 (PDF, 92 kB).
July - December 2024
Address:
Customer Relations
Newcastle Building Society
1 Cobalt Park Way
Wallsend
NE28 9EJ
What to do if you’re still unhappy?
We’ll always do our best to sort things out with you directly. But if you’re not happy with our final decision, you can get in touch with the Financial Ombudsman Service. They’re a free, independent organisation that helps people resolve complaints with financial services.
You’ll have six months from the date of our summary resolution or final response letter to contact them.
We’ll include a leaflet with our letter that explains how to get in touch with the Ombudsman and what they can do to help.
How to contact the Financial Ombudsman
Phone number: 0800 023 4567
Email address: complaint.info@financial-ombudsman.org.uk
Website: Financial Ombudsman Service