Britannia

Making a complaint

We know that sometimes things go wrong and here at Britannia we really value your feedback. Letting us know when you are not happy with our products or service, provides us with the opportunity to put it right as quickly as possible and helps us to improve our service for all our customers.

Our promise is to:

• treat your complaint fairly and promptly
• try to resolve complaints straight away, when you first contact us
• respond to you by phone if possible, and in writing once our investigations are complete (if we have not been able to resolve your query when you first contact us)
• keep you informed of our progress

How to make a complaint with Britannia:

There are a number of ways to make a complaint with us. You can:

• Call our helpline on 01538 391 744. One of our experienced customer service team will be more than happy to help you with your concerns. Lines open: 8am-6pm Mon-Fri, 9am-12noon Sat.
• Write to us at the following address: Customer Feedback Centre, Britannia, Newton House, Leek, Staffordshire Moorlands, ST13 5RG.
• Email us using the secure online Enquiry form.
• Pop into your local branch. Our branch staff will be happy to help you.

Not satisfied with our response?

We'll do our best to resolve your complaint, but if after receiving our response you feel that there is further information we should consider, let us know. Your complaint will be reinvestigated and we'll provide you with our final response containing the outcome of the investigation. This is normally provided within eight weeks of when you first raised your concerns with us.

Still not satisfied with our response?

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied after you have been provided with the outcome of our final response or if eight weeks have passed since you first raised the matter with us, you have the option to refer the matter to the Financial Ombudsman Service. Find out how to do this here .

Complaints reporting

All complaints that we aren't able to resolve by the end of the next working day are recorded. Every six months we will report a summary of this data and publish it onto the complaints section within the The Co-operative Financial Services  website.