Intermediary Contact Us Chorley Online Complaints Procedure The Society is committed to providing you with a first class service but we recognise that there may be occasions when our service falls short of your expectations. If this happens please let us know and we will do everything we can to put things right. We welcome your feedback as it gives us the opportunity to put things right for you and improve our service for other members. First step If you have a complaint you can contact us in the following ways:- Telephone us on 01257 235000 By speaking to a member of staff in person at any one of our branches (you can find our opening times in the Contact Us section on our website) By writing to us at Complaints, Chorley and District Building Society, Key House, Foxhole Road, Chorley PR7 1NZ By e-mail at complaints@chorleybs.co.uk The Next Steps We will try to resolve your complaint as quickly as possible. We will aim to do this within three working days after we receive your complaint. If we are able to resolve your complaint in this time, we will write to you to confirm this and explain your next steps. However, there may be occasions when we need more time to provide a resolution. If this is the case, we will send you a written acknowledgement within five working days of having received your complaint. We will conduct a full investigation and aim to provide you with a response to your complaint in the following timescales. For matters relating to our Chorley Online service and electronic payments to and from your savings accounts – we will aim to provide a response 15 business days after the date we received your complaint. If this is not possible we will keep you informed of the progress of your complaint. We will send you a full detailed final response within 35 business days after the date we received your complaint. In the unlikely event that this deadline cannot be met, we will write to inform you of this delay and let you know your options. For all other matters – we will aim to provide a response within 4 weeks. If this is not possible we will keep you informed of the progress of your complaint. We will send you a full detailed final response within eight weeks of the date of receipt of your complaint. In the unlikely event that this deadline cannot be met, we will write to inform you of this delay and let you know your options. If you are not satisfied with our final response, you may be eligible to take your complaint to the Financial Ombudsman Service (FOS).If you decide to refer your complaint to the FOS, you must do this within six months of the date of our final response. Contact details for the FOS are provided below: The Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0800 023 4567 E-Mail: complaint.info@financial-ombudsman.org.uk Further detail on how to contact the Financial Ombudsman Service and other information about the service can also be found via their website at www.financial-ombudsman.org.uk HEAD OFFICE Key House Foxhole Road Chorley Lancashire PR7 1NZ BRANCHES Chorley - Foxhole Rd Chorley - High St Leyland - Towngate IMPORTANT INFORMATION Contact Us Careers Complaints Security Cookie Policy About the Society Privacy Notice Financial Abuse Savings Accounts T&Cs Chorley Online T&Cs Join us on social Your Home May Be Repossessed If You Do Not Keep Up Repayments On Your Mortgage. Think Carefully Before Securing Other Debts Against Your Home. Get help > . T he Chorley and District Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered on the Financial Services Register under number 206023. Registered Office: Key House, Foxhole Road, Chorley, Lancashire PR7 1NZ. Chorley and District Building Society is a member of the Building Societies Association and a participant of the Financial Ombudsman Service and Financial Services Compensation Scheme. Your telephone conversations with the Society may be recorded. This is to help the Society to improve customer service and to offer additional security. Calls and electronic communications may also be monitored for staff training. We'll assume you're ok with this, but you can opt-out if you wish. Read More ACCEPT Reject