Resolving Problems
As in any organisation, unfortunately mistakes and misunderstandings do occur. If we get things wrong, we do our best to resolve any problems as quickly as possible. This guide outlines our procedure if you have a complaint with the service you have received from the Society.
Step 1 You should contact the Business Manager at our Dublin office. Most problems can be resolved at this stage. You may contact the Business Manager at the following address:
Dublin Office:
Leeds Building Society (Ireland),
Ground Floor,
7 Upper Fitzwilliam Street,
Dublin 2
Tel: 0818 222 337
Step 2 If you are still not satisfied, ask the Business Manager to refer your complaint to the Compliance Department who will progress the complaint through the Society’s internal complaints procedure. You may also contact the Compliance Department directly at the following address:
Compliance Department
Leeds Building Society
105 Albion Street
Leeds LS1 5AS
England
Tel: (+44)113 225 7777
Fax: (+44)113 216 7289
Step 3 We will acknowledge your complaint within 5 business days following receipt and will inform you of the name of the staff member handling your complaint. We aim to resolve most complaints we receive within 7 working days. Where a complaint requires further investigation, we will keep you informed of the progress.
Step 4 During our investigation we may ask you to provide information and your authority to contact relevant third parties for more details.
Step 5 We will issue you with our final response, advising you of how you may refer your complaint to the Financial Services Ombudsman if you are not satisfied with the outcome. We will endeavour to handle your complaint thoroughly, promptly and fairly, clearly explaining the reasons for our final decision, without the use of jargon.
Time limits for handling complaints
Within 5 weeks of receiving your complaint we will endeavour to send you a final response. This will explain our resolution of your complaint and advise you of how you may refer your complaint to the Financial Services Ombudsman if you are dissatisfied with our final response and/or the time we have taken to resolve your complaint.
If we have been unable to resolve your complaint at this stage we will still write to you informing you of the contact details of the Financial Services Ombudsman and your rights, with an anticipated timeframe for resolution.
Financial Services Ombudsman
Our final response will advise you that if you are dissatisfied with the outcome you may refer your complaint to the Financial Services Ombudsman and must do so within 6 months from the date of the final response. The Financial Services Ombudsman is a statutory officer who deals independently with unresolved complaints from consumers about their individual dealings with all financial providers. Their address is:
Financial Services Ombudsman
3rd Floor, Lincoln House, Lincoln Place, Dublin 2
Call: 1890 88 20 90
Tel: +353 1 6620899
Fax: +353 1 6620890
Email your enquiries to: enquiries@financialombudsman.ie
Website: www.financialombudsman.ie
Some complaints may have to be referred to other Mediation Schemes. The Compliance Department will advise you if this is the case.
Leeds Building Society is a member of the UK Building Societies’ Association. The Society is a participant in the Financial Services Compensation Scheme established under the Financial Services & Markets Act 2000. Payments under this scheme are limited to a maximum of £50,000 of an investor’s total shares and/or deposits in a society. Most investors are covered, including individuals and small firms. Euro deposits are covered. Further details are available on request from the Society. Leeds Building Society only offer savings products in Ireland that can be operated by post. Leeds Building Society is authorised and regulated by the Financial Services Authority in the United Kingdom and our registration number is 164992.The Society is covered by the Financial Services Ombudsman. We may monitor and/or record your telephone conversations with the Society to ensure consistent service levels (including staff training). Other taxes or costs may exist that are not paid by Leeds Building Society. Head Office: Leeds Building Society, 105 Albion Street, Leeds, England LS1 5AS.
© 2008 Leeds Building Society
