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Making a complaint

You can be confident that we always have your best interests at heart, but we don’t always get it right.

We’ve signed to up to the government’s Mortgage Charter

The UK’s largest mortgage lenders and the Financial Conduct Authority have agreed a set of universal standards with the Chancellor to help borrowers who may be worried about increased mortgage payments.

Scottish Building Society has signed up to the Charter to help support our mortgage customers.

We’re currently working through the requirements to make sure we have new measures in place in the coming weeks to help meet the needs of our customers.

Meantime, if you're concerned about your mortgage payments, please contact us as soon as possible. This won’t affect your credit rating and we’ll do all we can to help.

We’re committed to providing you with a level of service that’s professional and courteous and we hope you’ll never need to make a complaint. However, if you ever feel that our service doesn’t meet your expectations, we’ll do our very best to look into your complaint quickly and fairly.

In the first instance, please get in touch with the Manager of your nearest branch in person or by calling us on 0333 207 4007 You can also write to us directly at our Head Office:

Scottish Building Society
SBS House
193 Dalry Road
Edinburgh
EH11 2EF

If we can’t resolve your complaint immediately, we’ll send you an acknowledgement within 3 working days to confirm that we’ll be back in touch with you within 4 weeks. We aim to resolve complaints regarding electronic payments within 15 days.

If you’re not satisfied with our response, or in the unlikely event your complaint isn’t resolved within 8 weeks (or within 15 days for a complaint relating to an electronic payment), you can take the matter further by contacting:

The Financial Ombudsman Service
Exchange Tower
London
El4 9SR
Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Online Dispute Resolution (ODR)

The Online Dispute Resolution (ODR) platform, designed by the European Commission, offers an alternative solution for customers to file a complaint only if goods or services are purchased online. Using this method allows for customer complaints to be submitted to a central site and then directed to the correct Alternative Dispute Resolution (ADR) Scheme.

The ADR for Scottish Building Society is the Financial Ombudsman Service. If you would like to file a complaint via the ODR platform you can do so here.

Online Dispute Resolution | European Commission (europa.eu)

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Scottish Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Register No 206034)