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 251 234 – 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 email@example.com or get in touch by post using the details below:
Hinckley & Rugby Building Society
Upper Bond Street
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
The Financial Ombudsman Service