How to make a complaint

We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations. We have outlined the process that takes place in this instance.

Raise your concerns

You should firstly raise your concerns with us - there are a number of ways to do this:

Call us: You can telephone our customer service team on 0344 481 4444.
Email us: You can email us on complaints@thenottingham.com
Visit us: You can visit your local branch.
Write to us: Complaints, Nottingham Building Society, Nottingham House, 3 Fulforth Street, Nottingham NG1 3DL.

What happens next

A written acknowledgement will be issued no later than five working days after receiving your complaint. Your concerns will be fully investigated and a detailed response will be issued. We aim to resolve your complaint and issue this response within eight weeks. However, there may be times when we cannot send you our final response letter by the end of the eight weeks. If this is the case we will write to you to explain why and let you know when we can do so.

Should you have any concerns in the meantime please contact our customer services team on: 0344 481 4444.

And finally

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied following the completion of our review, you have the option to refer the matter free of charge to the Financial Ombudsman Service at: Financial Ombudsman Service, Exchange Tower, London E14 9SR.

You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within six months of the date of our final response.

Please note, while you can refer your complaint to the Ombudsman at any time, they will need our consent to investigate complaints where:

We have not had the chance to put things right.
We have not exceeded the eight-week timescale and have not yet issued our final response letter.

Before you refer the matter to the Ombudsman you may wish to:

Call them on 0800 023 4567 or email: complaint.info@financial-ombudsman.org.uk to discuss your complaint.
You can also visit their website on financial-ombudsman.org.uk for more information.

Mortgage advice

If you are unhappy with our service for mortgages where advice was given by Nottingham Building Society

If you have a complaint about your adviser, or any financial advice you have received from your adviser, please contact us:

Central Mortgage Department
Nottingham House
3 Fulforth Street
Nottingham
NG1 3DL

Call us: You can telephone our central mortgage department on 0344 481 0013.

If you are unhappy with our service for mortgages where advice was given by an appointed representative of Mortgage Advice Bureau

If you have a complaint about your adviser, or any financial advice you have received from your adviser, please contact us:

Resolutions Department (Complaints)
Mortgage Advice Bureau Limited
Capital House
Pride Place
Derby
DE24 8QR

Email: complaints@mab.org.uk
Tel: 01332 200 020

You can find more information by visiting the Mortgage Advice Bureau website.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Tel: 0300 123 9123 or 0800 023 4567

You can find more information by visiting the Financial Ombudsman Service.

Complaints publication report

Nottingham Building Society
Period covered in this report: 1st July 2019 – 31st December 2019.

Financial companies are required by the regulator to report all the complaints they received from customers, every six months when they receive a certain number of complaints (currently 500 complaints in a half year period). At Nottingham Building Society we publish below how many complaints we've received and how long we've taken to resolve them when we have exceeded the 500 complaints threshold.

	Number of complaints opened by volume of business
Product/services grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage closed after 3 days but within 8 weeks	Percentage upheld	Main cause of complaints opened
Banking and credit card	0.86	N/A	225	186	70.96%	29.03%	59.68%	Other general admin/customer service
Home finance	1.86	0	40	36	52.78%	47.22%	44.44%	Other general admin/customer service
Insurance and pure protections	230.36	0	1,751	1,751	75.67%	21.53%	6.34%	Unsuitable advice

To help customers understand what the above figures mean and to allow comparisons to be made with other building societies, we have given you some information below around the context of our complaints:

What the categories mean

Bank and credit cards	This is where our savings are reported and with over 260,000 live accounts this is equivalent to receiving 0.86% complaints for every 1,000 accounts that are live. The 57.35% of complaints upheld translates into 111 complaints we have received being upheld.
Home finance	Our mortgage accounts fit into this category and with over 23,500 live mortgages, this means we received 1.68 complaints for every 1,000 mortgages current in force. The 44.44% of complaints upheld translates into 16 complaints we have received being upheld.
Insurance and pure protection	Of the 1,751 complaints received in this category, all of them related to historical MPPI sales. The 6.34% of complaints upheld translates into 111 complaints being upheld in this period.

All the complaints we receive are important and give us the opportunity to improve when things don't quite go right. Sometimes mistakes happen and our complaints process is designed with our customers in mind. We use our complaints data to see where we can improve our service as well as measure how well we are performing. With the help of our members, we can continuously identify where we can deliver both improved products and services for our members.