We aim to provide high quality financial services tailored to meet the needs and expectations of our customers. We do however, accept that there may be times when things go wrong and you feel dissatisfied.
When this happens, we want to hear about it so we can explain things and put them right. As part of this commitment we endeavour to act on all complaints and handle them in a timely, fair and consistent manner.
Our complaints procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS).
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. (July – December 2023)
Please contact us via:
Telephone: 0800 028 8650
Post:
Customer Relations
Newcastle Building Society
1 Cobalt Park Way
Wallsend
NE28 9EJ
Email: complaints.officer@newcastle.co.uk
Branch: Branch Finder
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. We will do all we can to resolve your complaint within three 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 then be issued setting out our understanding of your concerns and a possible resolution. If you feel you have any additional information to support your complaint whilst we investigate it for you, then please let us know so we can resolve matters for you in full.
- We are required to send a "final response" to your complaint within set timescales depending on what your complaint is about. Most complaints we receive need to be responded to within 8 weeks, however some complaints relating to payment services need to be responded to within 7 weeks.
- If we are unable to issue our full and final response within these timescales 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 we have not been able to send you our final response within the required timescales, 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.
Address:
Customer Relations
Newcastle Building Society
1 Cobalt Park Way
Wallsend
NE28 9EJ