We pride ourselves on doing all we can to help our customers, but we realise that sometimes things don't go to plan. When that happens, we like to put things right as quickly as possible, so let us know immediately if something's bothering you.

If you have a problem with any aspect of our service, we'd like you to tell us about it straight away.

Call us on 0845 300 2511, speak to someone at your nearest branch, or you can write to us at:

Norwich and Peterborough Building Society
Peterborough Business Park
Lynch Wood
Peterborough
PE2 6WZ

So that we can rectify things as soon as possible, please let us have:

  • Your full name, address and account or policy number.
  • Full details of your complaint including when the matter arose, who was involved and how you think the problem should be resolved.
  • A telephone number that we can contact you on to discuss your complaint.
  • Photocopies of any relevant documentation (if possible).

If your complaint is about our service, we aim to resolve your complaint within 24 hours of receiving it. If we cannot do so, or if your complaint is about our policies and procedures, it will be referred to our Policy Complaints Team for further investigation.

If your problem is about an N&P policy it will be passed to the Policy Complaints Team who will let you know they've received your complaint and will tell you who will be responsible for dealing with it.

We aim to provide a final response to complaints about our policies and procedures within 8 weeks. If we can't do this, we will write to you to explain why and let you know when we expect to be in a position to send you a full response.

In addition, the Society has an internal Customer Service Review Committee (CSRC), which meets quarterly. The committee has two principal purposes. First, it reviews cases where a Society member is dissatisfied with the outcome of a complaint.  Typically the Committee will review four cases during each of its meetings. In several instances it has invited the Society to reconsider its response to a complaint – and that has happened.  Second, the CSRC continuously reviews the way the Society handles complaints and the associated procedures. It has made several decisions where it has seen a need for change in this area.

Find out more about the Customer Service Review Committee.

If we really can't solve the problem to your satisfaction, please contact the Financial Ombudsman Service.

If we do not handle or resolve your complaint to your satisfaction, you can refer it to the Financial Ombudsman Service, which acts as an independent adjudicator in such matters. We will provide you with a copy of the Financial Ombudsman Service's explanatory leaflet when responding to your initial complaint.

The Financial Ombudsman Service can be contacted:

In writing at;

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

By telephone on 0845 080 1800.
Via the Financial Ombudsman Service website.

Please note that the Financial Ombudsman Service may be unable to deal with your complaint if you do not bring it to their attention within 6 months of receiving our final response.