Legal Information

Complaints Procedure

• What to do when we don't get it right

What to do when we don't get it right

If you are reading this then we obviously didn’t get it right and we apologise for that. We always aim to provide excellent customer service and when that doesn't happen we want to know why.

Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this. We have a formal complaints procedure, which is outlined below:

Please either:

• Discuss your concerns, either in person or over the telephone, with staff at your local Branch, Agency or at any of our Operational sites, or

• Write to us or

• Email us at complaints@bbg.co.uk   or

• Visit our website: http://www.bradfordandbingley.co.uk/

We will acknowledge your communication by close of business the following day and provide you with a contact name and expected date of reply.

We want to resolve your complaint as quickly as possible. To help us to do this, please provide all relevant information to support your case. For example:

• All relevant correspondence including account statements
• Name of branch and staff member
• Account details

Information should be sent either to our registered office addressed to Customer Relations, or handed in at your local branch.

If, for whatever reason, you do not accept our decision, you can then refer your case to the Ombudsman.

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

Tel No: 0845 080 1800

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