How to complain

At Principality we always aim to provide an excellent standard of service. However, we do recognise that on occasion things may 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: "FREEPOST PRINCIPALITY BUILDING SOCIETY - Complaints" (No stamp needed)

On 29 August 2017, the FCA will be introducing a deadline, after which new Mortgage Payment Protection Insurance (MPPI) sales complaints will not be accepted. The deadline means that if you want to make a complaint about MPPI mis-selling, or commission, you must do so before 29 August 2019. To find out why you may want to complain and how, visit our Mortgage Payment Protection Insurance complaints page. 

How a formal complaint will be handled

Our Complaints Department will always try to speak to you over the phone within 48 hours of your complaint being escalated to them. After 5 working days, you will receive a letter formally acknowledging your complaint. We always aim to investigate complaints as quickly as possible, but if your complaint is still open after 4 weeks we’ll write to you with an update. If your complaint is still open after 8 weeks we’ll write again.

Payment services complaints

If your complaint is about a payment service (e.g. telegraphic transfers, faster payments), then we will write to you with an update after 3 weeks if your complaint is still open – and we’ll write again with a final decision on your complaint within 7 weeks.

Our final decision

Our Complaints Department will always try to speak with you to discuss the investigation and will write to confirm our response. Our final response letter will let you know our decision related to your complaint, and our reasons for reaching our decision. If you are dissatisfied with our final response, you may be able to refer the matter to the Financial Ombudsman Service for review. Their address is below. If this is the case, we will inform you in writing.

If you wish to refer a complaint to the Financial Ombudsman you must do so within 6 months from the date of our final response.

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.

Online Dispute Resolution (ODR)

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.

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

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