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Leeds Building Society As in any organisation, unfortunately mistakes and misunderstandings do occur. If we get things wrong, we do our best to resolve any problems as quickly as possible. This guide outlines our procedure if you have a complaint with the service you have received from the Society. Step 1 You should contact the appropriate branch or departmental manager. Most problems Step 2 If you are still not satisfied, ask the branch or departmental manager to refer your complaint to the Compliance Department who will progress the complaint through the Society’s Internal Complaints Procedure. You may also contact the Compliance Department direct at the following address: Compliance Department Step 3 We will acknowledge your complaint within 5 business days following receipt. We aim to resolve most complaints we receive within 7 working days. Where a complaint requires further investigation, we will keep you informed of the progress. Step 4 During our investigation we may ask you to provide information and your authority to contact relevant third parties for more details. Step 5 We will issue you with our final response, advising you of how you may refer your complaint to the Financial Ombudsman Service if you are not satisfied with the outcome. Time limits for handling complaints Within 4 weeks of receiving your complaint we will send you either a full response, explaining our resolution of your complaint or a holding letter. The holding letter will explain why we are not in a position to resolve the complaint at that time and will indicate when we will contact you again. Within 8 weeks of receiving your complaint we will send you either a final response or a further letter explaining why we are still not in the position to resolve your complaint. We will also advise you of how you may refer your complaint to the Financial Ombudsman Service if you are dissatisfied with our final response and/or the time we have taken to resolve your complaint. Financial Ombudsman Service We will send you a copy of the Financial Ombudsman Service’s explanatory leaflet with our final response or within 8 weeks of receiving your complaint. Our final response will advise you that if you are dissatisfied with the outcome you may refer your complaint to the Financial Ombudsman Service and must do so within 6 months from the date of this letter. The Financial Ombudsman Service was set up as an independent public body to resolve
Some complaints may have to be referred to other Mediation Schemes. The Compliance Department will advise you if this is the case.
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