How to make a complaint

At Bath Investment and Building Society we are committed to providing the highest level of customer service to our customers. However, if you feel dissatisfied with any aspect of the service you have received from us, we welcome your feedback.

In the first instance, please contact the person with whom you were dealing, either by telephone or in writing. We can normally sort the matter out straight away. If we cannot, we will tell you how long it will be before we can give you an answer.

If you are not satisfied with the response you receive, please contact the Head of Lending, Malcolm Graham-Jones for mortgage complaints. He can be contacted during office hours on 01225 475702. For an investment complaint please contact the Branch and Agencies Manager, Jonathan Cook during office hours on 01225 423271. They will take full details and try to resolve your complaint by the close of business the next working day. You can also put your complaint in writing to:

Bath Building Society
15 Queen Square
Bath
BA1 2HN

When we receive your letter of complaint, we will try to resolve it by the close of business the next working day. If this is not possible we will acknowledge your complaint within 5 working days.

We endeavour to deal with your complaint as quickly as possible. However, if the issues you raise are more complex, we will write to you after 4 weeks to update you on the current status of your complaint.

If after 8 weeks we have not been able to resolve your complaint, we will write to you to explain the stage we have reached and what we intend to do next. If at this stage you are unhappy with the progress we have made or the way that your complaint is being dealt with, you have the option of referring the matter to the Financial Ombudsman Service.

If you have a complaint, which we do not resolve to your satisfaction, you can usually refer it to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Phone: 0845 080 1800
e-mail: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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Bath Investment & Building Society are members of the UK Building Societies Association, participants of the Financial Ombudsman Service; and authorised and regulated by the UK Financial Services Authority (registration number 206026). VAT number 600842084