Making a complaint
You can make a complaint in person at one of our branches.
By phone: 0845 045 0006
By email: enquiries@principality.co.uk
In writing:
Customer Service Centre
Principality Building Society
PO Box 89
Queen Street
Cardiff
CF10 1UA
How we handle your complaint
You will receive a formal acknowledgement of your complaint within 5 working days, together with contact details of the department or person responsible for investigating it. We may request your permission to obtain any necessary information from third parties.
Within 4 weeks
You will receive either, a final response, or an update explaining why we are not yet in a position to resolve your complaint, and an indication of when we will be making further contact.
Within 8 weeks
You will receive either, a final response, or a letter explaining why we are not yet in a position to resolve your complaint, and an indication of when we will be making further contact.
Our final response will advise you whether or not we accept your complaint and it will explain our reasons behind our decision.
If you are dissatisfied with our final response, you may be able to refer the matter to the Financial Ombudsman Service for arbitration. If this is the case, we will inform you in writing.
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
If you wish to refer the matter to the Financial Ombudsman, you must do so within 6 months from the date of our final response.
