Complaints and Feedback

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

We are aware that on occasions, things may not go according to plan and you may feel that we have not lived up to the standards you expect from us. If this does occur, we encourage all our members to send us feedback on their experiences of using the platform. 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, or on our Contact Us Page

Rebuildingsociety.com’s Commitment to You

• We will write to you to acknowledge your compliant within 5 days of receipt of the complaint. We will also provide details of the complaints procedure at this point.

• We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we
will send you an update.

• We will endeavour to send a final response to you within 8 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 endeavour to always have a member of staff available to help you.

• If you are dissatisfied with our final response, you may either ask us to reconsider our findings and solution 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 6 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 complain received and retain these for a minimum period of three years.

Contact Us

General:
Email: support@rebuildingsociety.com
Tel: 0113 8150 244

Borrowing:
Email: borrow@rebuildingsociety.com
Tel: 0113 8150 244

Lending:
Email: lend@rebuildingsociety.com
Tel: 0113 8150 244

Accounts:
Email: accounts@rebuildingsociety.com
Tel: 0113 8150 244

Collections:
Email: legal@rebuildingsociety.com
Tel: 0113 8150 244

All postal correspondence should be sent to:
16 Queen Square
Leeds
West Yorkshire
LS2 8AJ
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

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