Complaints

How to complain

At Ecology, we aim to provide a high standard of service to all our members.  However, there may be an occasion when you feel you have cause for a complaint. When this happens, we want to put matters right as quickly as possible. If you have a complaint about any aspect of the service you have received, please contact us straight away.

To help you further, please see our complaints procedure below.

Complaints procedure

1. Raising a complaint

Please get in touch as soon as possible with your complaint details.  There are various ways to contact us:

By email: [email protected]

By post:

Ecology Building Society
7 Belton Road
Silsden
Keighley
BD20 0EE

By phone: 01535 650 770

Remember to:

    • include your name, address, postcode, email address and your preferred contact number;
    • provide as much information about your complaint as possible to ensure a quicker response time; and
    • let us know when and how is best to get in touch.

Once we have received your complaint, we will appoint a senior person within the Society to investigate matters and will try to resolve the problem as quickly and as fairly as possible.

2. Keeping you informed

We aim to resolve your complaint inside/within 3 working days.  However, where we need to look into your complaint in more detail, we'll write to you within five working days about how your complaint will be dealt with and when you can expect to hear from us again.

3. Final response

Only when we have completed a full investigation into the issues you have raised, will we be able to send you our final response.

If your complaint relates to an online transaction, we will provide a final response within 15 working days.  For all other complaints, we aim to provide a final response within eight weeks from the date we receive your complaint. If for any reason we are unable to meet these timescales, we will provide a letter after eight weeks explaining why we have been unable to resolve the complaint and confirming how much more time we will need.

Our final response will outline the outcome of our investigations.  Unless new information is provided following the investigation, we will not be able to change our mind over the outcome.  However, if you are not satisfied with the outcomes of your complaint, you can take your dispute to the Financial Ombudsman Service.

Finance Ombudsman Service

Ecology is a member of the Financial Ombudsman Service, which offers an independent review service. If you are still not happy with the outcome of your complaint you can ask the Financial Ombudsman to look at your case for free.

You would need to ask the Financial Ombudsman Service to look at your case within six months receiving our final response of:

    • Eight-week response letter; or
    • Final response letter.

We will co-operate fully with the Financial Ombudsman Service while they investigate the matter.

NB:  The Financial Ombudsman Service will only be able to deal with your complaint once the appropriate stages in the above process have been reached.

The Financial Ombudsman Service contact details can be found below:

By Post:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By email:  [email protected]

By phone:

0800 023 4567
Calls to this number are normally free for people ringing from a 'fixed line' phone - but charges may apply if you call from a mobile phone.

0300 123 9 123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

Website:  www.financial-ombudsman.org.uk