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 social media: Facebook, Twitter and Instagram.
By phone: 0330 333 4000
By email: firstname.lastname@example.org
In writing: "FREEPOST PRINCIPALITY BUILDING SOCIETY - Complaints" (No stamp needed)
How a formal complaint will be handled
You will receive a letter formally acknowledging your complaint. This will be sent within 10 days. 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 may try and speak to you via telephone but we will always provide a response in writing or by email. This will let you know our decision related to your complaint, along with our reasons for reaching our decision. An email and telephone number will also be provided in every letter for you to contact us should you wish to discuss this further.
If you are dissatisfied with our final response, you may be able to refer the matter to the Financial Ombudsman Service for review. 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: +442079640500
Website address: http://www.financial-ombudsman.org.uk/consumer/complaints.htm
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