We aim to provide high standards of service. However, there may be occasions when you feel that you may have a complaint, in which case our staff will try to resolve the problem or help with any queries. Whilst we hope we can resolve any problems through these internal procedures we are also a member of the Financial Ombudsman Services Scheme to which customers can appeal after internal procedures have been exhausted. You can request a copy of our internal complaints procedure at anytime by calling our Principal Office on 01455 251234.
View the Society’s Complaints Policy and Procedures – Consumer Leaflet here.
If you do not think we have treated you fairly, you can complain to:
Mortgage Services Manager
Hinckley & Rugby Building Society.
Upper Bond Street
Leicestershire LE10 1DG
Telephone: 01455 251234
If your complaint is not dealt with to your satisfaction, you have the right to refer it to the Financial Ombudsman Service, which provides a free and independent service for consumers and can be contacted at:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Telephone: 0300 1239123
A new deadline of 29th August 2019 has been set to complain about the sale of a PPI policy. Please see the guide below, issued by the Financial Conduct Authority, for further information.