Complaints and Feedback

We are committed to providing an excellent level of service and care to all our users.

On occasions, things may not go according to plan, if you feel that we have not met the standards you expect from us, we encourage you to send us feedback on how to improve. You can easily send us your feedback by contacting us by email, telephone or post. All these contact details and your Rights can be found below and on our Contact Us Page

Our Commitment to You

• We will write to you to acknowledge receipt of your complaint within five days, informing you of the complaints procedure.

• We will investigate your complaint and endeavour to send a response to you within four weeks of receipt of your complaint. If we are unable to provide a response within this time we will send you an update.

• We will endeavour to send a final response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

Your Rights

• You may contact us at any time whilst we are dealing with your complaint and we will try help.

• If you are dissatisfied with our final response, you may either ask us to reconsider our findings or you can refer the matter to the Financial Ombudsman Service.

• Whether we have replied or not, eight weeks after us being in receipt of your complaint you have the right to refer your complaint to the Financial Ombudsman Service.

• Should you decide to refer your complaint to the Financial Ombudsman you must do so within six months of the date we issue our final response to you. After this time has lapsed the Ombudsman may refuse to consider the matter.

General

We are authorised and regulated by the Financial Conduct Authority (FCA), who have set out specific rules for the handling of complaints. In accordance with the FCA rules, we will compile a report for each complaint received and retain these for a minimum period of three years.

Contact Us

General:
Email: support@rebuildingsociety.com
Tel: 0333 303 0972

Borrowing:
Email: borrow@rebuildingsociety.com
Tel: 0333 303 0972

Lending:
Email: lend@rebuildingsociety.com
Tel: 0333 303 0972

Accounts:
Email: accounts@rebuildingsociety.com
Tel: 0333 303 0972

Collections:
Email: legal@rebuildingsociety.com
Tel: 0333 303 0972

All postal correspondence should be sent to:
rebuildingsociety.com
Round Foundry Media Centre
Foundry Road
Leeds
LS11 5QP
United Kingdom

Our procedure is compliant with the FCA rules but if you wish to obtain further information you can contact the FCA as follows:

FCA Consumer Helpline: 0800 111 6768 (Freephone)
From abroad: +44 20 7066 1000
Email: consumer.queries@fca.org.uk
Website: www.fca.org.uk

Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Helpline tel: 0300 123 9 123

Website: www.financial-ombudsman.org.uk