Managing Your Complaint

Managing Your Complaint

We are committed to providing you with the best possible service. Although most of our customers are happy with the service they receive from us, we know that sometimes we don’t get it right first time. We do take complaints very seriously and always apologise for mistakes or instances when customer service does not meet our high standards.

If you are not satisfied with any aspect of one of our products or services, please tell us. We would like the chance to put it right.

Contacting us

When you contact us, please provide us with as much information as possible. This should include your account information, details of your complaint and what you would like us to do to put things right. We won’t charge you for raising a complaint.

In Person

Visit our Branch or contact our Branch Manager.

In Writing

Write to: The Branch Manager, Burnley Savings and Loans limited, 30 Keirby Walk, Burnley, BB11 2DE.

By Telephone

Call us on: 01282 454744.

Online

You can email us at: info@burnleysavingsandloans.co.uk

Leave a message via our website: www.burnleysavingsandloans.co.uk

Please note that sending information by email is not a secure method of transferring information and confidentiality cannot be guaranteed. We will only respond to your email by email if you specifically request us to do so.

How long it will take?

We aim to resolve most our complaints there and then. If we are able to resolve your complaint within 4 business days to your satisfaction, we will send you a Summary Resolution Communication which will confirm this and also provide details of the Financial Ombudsman Service.

If we are unable to resolve your complaint within 4 business days, we will send you a letter to let you know and we will keep you regularly informed of our progress until your complaint is resolved.

What to do if we can’t reach an agreement?

The Financial Ombudsman Service is an independent organisation which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves. If you are not satisfied with our response, or if we’ve been unable to resolve your complaint within eight weeks, you can refer the matter to them. You can contact them as follows;

In Writing

Write to:  Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

By Telephone

Call us on: 0800 023 4567.

Online

Email : complaint.info@financial-ombudsman.org.uk

Further details can be found by visiting the Financial Ombudsman Service website at:  www.financial-ombudsman.org.uk

Burnley Savings and Loans Limited is registered in England and Wales under number 7640762 and is Authorised and Regulated by the Financial Conduct Authority.

Registered Office: 30 Keirby Walk, Burnley, Lancashire, BB11 2DE.