How to complain

We pride ourselves on our customer service, but we do recognise that on occasion things do go wrong. Our complaints procedure is there to help you achieve a speedy and satisfactory resolution.

Making a complaint

You can make a complaint in person at one of our branches.
By phone: 0330 333 4000
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

If we cannot resolve your complaint informally, we will write to you to formally acknowledge your complaint and provide you 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.

Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone number: 0300 123 9 123
Switchboard: 020 7964 1000
From outside the UK: +44 20 7964 1000
Website address: http://www.financial-ombudsman.org.uk/consumer/complaints.htm

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.

*By clicking on the links you will leave the Principality website - Principality is not responsible for the content of external websites.

 

Online Dispute Resolution (ODR)

Customers now have easier access to redress for cross-border online disputes, such as internet sales, across the EU. Under the ODR regulations there is a single online "portal" to direct complaints to other EU schemes like the Financial Ombudsman Service where the business isn’t based in the UK.

The European Commission has established a European Online Dispute Resolution platform (ODR platform). The ODR platform is web-based and specifically designed to help consumers who have bought goods or services online and subsequently have a problem with that online purchase. It allows consumers to submit their contractual dispute and conduct the procedure online and in any of the 23 official languages of the European Union.

You can access the website for the European Commission’s Online Dispute Resolution (ODR) platform here: Online Dispute Resolution (ODR) platform.

Principality. Where home matters.