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We’re sorry that you haven’t received the service that you expected. All of us here at Furness Building Society are committed to providing first-class support, however, we understand there may be occasions when you’re not 100% satisfied.
Rest assured, your feedback is invaluable to us as it helps us identify ways we can improve our service and prevent the issue from happening again.
We aim to be as accessible as possible, so you can contact us via our online chat, the contact us page or by emailing furness.direct@furness-bs.co.uk. Alternatively, you can visit or write to the relevant branch by using our Branch Finder tool.
If you wish to speak with a member of our team over the phone, please call 0800 834 312. Finally, you can write to our head office at Emlyn Hughes House, Abbey Road, Barrow-in-Furness, Cumbria, LA14 5PQ.
Please note that in most cases we will contact you by telephone to discuss your complaint so it’s important to note that our call will not display a phone number and may display as ‘No Caller ID’ or similar.
We’ll always aim to resolve your complaint within three working days. The outcome of our investigations will be included in a Summary Resolution Communication Letter that we’ll send to you.
If it’s not possible to resolve your complaint within three working days, we’ll contact you in writing to explain why and may ask for further information. We’ll keep you updated on the status of your complaint. For more information on timings, please read our Complaints Procedure.
Hopefully, the information you receive from us will not only resolve your issue but also provide you with sufficient information to understand the investigation and how we reached our decision. However, if you’re not satisfied with the outcome you can refer to the Financial Ombudsman Service (FOS) and ask them to look into it for you.
When we send you our final decision, we’ll also include a leaflet to explain the FOS procedure. If you decide to refer your complaint to the FOS, you must do so within six months of receiving our final response. The Financial Ombudsman Service can be contacted on:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
The PPI deadline was 29 August 2019, so if you didn’t submit a complaint on or before this date you can no longer claim money for MPPI. If you experienced ‘exceptional circumstances’ that prevented you from submitting a claim in time, you can contact us or the Financial Ombudsman Service (FOS).
You’ll be asked to explain the circumstances that caused you to miss the deadline and why you feel they are exceptional. You may also be asked to provide evidence. We’ll access all of the information provided and make a decision, using relevant decisions from the FOS.
Please note that the FOS usually decides that exceptional circumstances only apply in a limited set of circumstances, which can be found here.
For information about the PPI claim deadline, you can visit the FCA's PPI website or call the FCA's PPI helpline 0800 111 6768.
Furness Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Furness Building Society is on the Financial Services Register under registration number 159624.
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