Complaints

We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations. We have outlined the process that takes place in this instance.

Raise your concerns

You should firstly raise your concerns with us - there are a number of ways to do this:

Call us: You can telephone our Customer Service team on 0344 481 4444

Visit us: You can visit your local branch.

Submit Online: You can complete our online contact form.

Write to us: You can write to us at:

Customer Services
Nottingham Building Society
Nottingham House
3 Fulforth Street
Nottingham
NG1 3DL

What happens next

A written acknowledgement will be issued no later than five working days after receiving your complaint. Your concerns will be fully investigated and a detailed response will be issued. We aim to resolve your complaint and issue this response within eight weeks. However, there may be times when we cannot send you our final response letter by the end of the eight weeks. If this is the case we will write to you to explain why and let you know when we can do so. 

Should you have any concerns in the meantime please contact our Customer Services Team on: 0344 481 4444

And finally

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied following the completion of our review, you have the option to refer the matter free of charge to the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within six months of the date of our final response.

Please note, while you can refer your complaint to the Ombudsman at any time, they will need our consent to investigate complaints where:

  • We have not had the chance to put things right
  • We have not exceeded the eight-week timescale and have not yet issued our final response letter
Before you refer the matter to the Ombudsman you may wish to:

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE