Branches & agencies
We’re sorry if you feel things didn’t work out
When things don’t quite go according to plan, you should let us know straight away so we can work with you to put things right.
Tell us about your complaint in branch, by phone, or in writing using the below methods.
Get in touch
Call 0800 434 6343– our lines are open Monday – Friday from 9am to 5pm. Our complaints team are not available Saturdays, Sundays and bank holidays.
You can also email our complaints team using customercomplaints@hrbs.co.uk or get in touch by post using the details below:
Customer Operations
Hinckley & Rugby Building Society
24 – 28 Upper Bond Street
Hinckley
Leicestershire
LE10 1NZ
Handling your complaint
We’ll do our best to put things right straight away; however, where this isn’t possible, we’ll provide you with regular updates on our investigation, using your preferred contact method.
We aim to resolve your complaint within 15 working days, but please allow us up to eight weeks if your complaint is complex. We’ll keep you updated during the process.
If we’re unable to resolve your complaint within eight weeks, we’ll write to you explaining why including details of how you can refer your complaint to the Financial Ombudsman Service if you remain dissatisfied.
You can refer your complaint to the Financial Ombudsman Service, within six months of the date of the final response letter using the details below:
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Not sure what you need?
Let us help
Explore our website to find what you need, or click below to get in touch with a member of our team.