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Mutual Respect

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Customer Service

Customer satisfaction

At Newbury Building Society we want to satisfy our customers every time but we realise that sometimes things go wrong. We welcome you to tell us when our service does not meet your expectations because it gives us the opportunity to put things right and improve our service.

Complaints policy
Newbury Building Society is committed to providing you with a first class service, however, we recognise that there may be an occasion when you feel that our service is unsatisfactory and you wish to make a complaint. 

You may complain, or provide feedback, in the following ways:
Write to us - at Newbury Building Society, 17 Bartholomew Street, Newbury, Berkshire RG14 5LY
Visit us - at your local branch
Telephone us - on 01635 555700
Email us - complaints@newbury.co.uk

We use complaints and feedback to help us improve outcomes for customers.

We will always try to resolve your complaint quickly. We aim to resolve complaints within 10 working days.
 
If we have been unable to resolve your complaint by the end of the following business day we will send you an acknowledgement of your complaint and the name of the person dealing with it.

We will ensure that we keep you informed of the progress of the measures being taken to resolve your complaint.

No later than eight weeks after receipt of your complaint we will send you our Final Response, which sets out our decision and the reasons for it.

If you are unhappy with our response you can refer your complaint to the Financial Ombudsman Service. Further information on the Financial Ombudsman Service, which is free and independent, can be obtained from their website www.financial-ombudsman.org.uk/.  If you choose to use the Financial Ombudsman Service, you should refer the complaint within six months from the date on our Final Response to you.

If your complaint relates to an online sale or service you can contact the Financial Ombudsman Service directly or via the Online Dispute Resolution website. www.ec.europa.eu/odr.

You can contact the Society’s Executive responsible for Complaints, Erika Neves, at the Head Office address: Newbury Building Society, 17 Bartholomew Street, Newbury, Berkshire RG14 5LY.

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© Newbury Building Society

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Newbury Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number 206077). Registered office: Newbury Building Society, 17 Bartholomew Street, Newbury, Berkshire, RG14 5LY.

English law applies and we will communicate with you in English. We are participants of the Financial Ombudsman Service. We have a complaints procedure which we will provide on request. Most complaints that we cannot resolve can be referred to the Financial Ombudsman Service.

You can check the Financial Services register on the FCA's website.

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Speak to one of our expert advisers on
01635 555777  or request a call back:

Name:
Phone:
Email:
Reason for Call Back: Existing Mortgage   New Mortgage  
Local Branch:
Preferred Day to Call:
Preferred Time of Day:
On Saturdays we are only able to call in the morning due to branch opening times.

We will only use these details for the reasons requested.
 
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