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Home Complaints

Complaints

We’re here to help. If something has gone wrong, tell us and we’ll do our best to put it right. 

How to make a complaint 

You can complain if you're unhappy with our service, a product, or something we have done (or not done). Your feedback helps us improve. 

To complain: 

  • tell us what happened
  • tell us what you would like us to do to put things right
  • give us your name and, if you have one, your account or mortgage number

We’ll try to sort things out as quickly as we can and keep you updated. We’ll look at what happened and what a fair outcome should be. 

How to contact us 

Choose the way that’s easiest for you: 

Calls to 0800 numbers are free on mobile phones and landlines. We may monitor and record telephone calls for training and security purposes.

What happens next 

1. Tell us what happened

Tell us what went wrong and what you would like us to do. We may ask for your name and account or mortgage number (if you have one).

2. We’ll try to fix it quickly

We aim to resolve your complaint within 3 working days. If we can, we’ll confirm this in writing.

3. If it takes longer 

If we can’t resolve it within 3 working days, we’ll write to you to confirm we’re looking into it. 

4. Our final response

We’ll send our final response as soon as we can. 

  • This will tell you what we’ve found and our decision.  
  • We may agree with your complaint, agree with part of it, or not agree.  
  • It will explain what we’ll do next (if applicable).  
  • We’ll send our final response as soon as we can. 
  • Most complaints are answered within 8 weeks. 
  • Some payment complaints have different time limits (up to 3 or 7 weeks). 
5. If you’re still unhappy

You may be able to ask the Financial Ombudsman Service to look at your complaint (see below).

If you’re still unhappy 

You can ask the Financial Ombudsman Service (FOS) to look at your complaint. 

This is a free and independent service. You usually need to contact FOS within 6 months of the date of our final response. 

  • Phone: 0800 023 4567 or 0300 123 9123
  • Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR 
  • Email: complaint.info@financial-ombudsman.org.uk 
  • Website: www.financial-ombudsman.org.uk 

Calls to 0800 numbers are free on mobile phones and landlines. Calls to 0300 numbers cost the same as a call to a standard ‘01’ or ‘02’ landline number, even when calling from a mobile. Calls from landlines and mobiles are included in any bundled minutes or free call packages. The actual cost you're charged will depend on your landline or mobile provider. Please contact them to get information about the cost of the call.

Extra support if you need it 

If you need extra help because of illness, disability, stress, bereavement, or something else, please tell us. We can take steps to support you, such as explaining things in a different way or giving you more time. 

Latest customer complaints data

We publish our complaints data. This combines complaints received by Newcastle Building Society and Manchester Building Society. 

View our latest complaints data for July to December 2025 (PDF, 139 kB).