Complaints resolution process

We aim to provide our members with the highest standards of service, however, there may be occasions where we don’t get things quite right.

When things don’t quite go according to plan, you should let us know straight away so we can work with you to put things right.

Tell us about your complaint in branch, by phone, or in writing using the below methods.

Get in touch

Call 01455 894 730 – our lines are open Monday – Friday between 9am – 5pm. We are closed on Saturdays, Sundays and bank holidays.

You can also email our complaints team using customercomplaints@hrbs.co.uk or get in touch by post using the details below:

Customer Operations
Hinckley & Rugby Building Society
Upper Bond Street
Hinckley
Leicestershire
LE10 1NZ

Handling your complaint

We’ll do our best to put things right straight away, however, where this isn’t possible, we’ll provide you with regular updates on our investigation, using your preferred contact method.

We endeavour to resolve your complaint within 15 working days, but please allow us up to eight weeks. If your complaint is complex, we may need more time. If this is the case, we’ll let you know using your preferred contact method.

If we’re unable to resolve your complaint within eight weeks, we’ll write to you explaining why including details of how you can refer your complaint to the Financial Ombudsman Service if you remain dissatisfied.

You can refer your complaint to the Financial Ombudsman Service, within six months of the date of the final response letter using the details below:

Phone: 0300 1239 123

Email: complaint.info@financial-ombudsman.org.uk

Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR