Log in to your accountFAQs Savings Mortgages Customer projects About us Ecology Hub Our 2030 Strategy Enquire now Complaints HomeComplaints 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: info@ecology.co.uk 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: complaint.info@financial-ombudsman.org.uk 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 Sign up to receive our email newsletter to get the latest news and views from Ecology, including information about our products and services, and like-minded organisations. Help & advice Member benefits Mortgage professionals Complaints Savings FAQs Mortgage FAQs Online account FAQs About Ecology Corporate information Legal information Careers Keep in touch Call: 01535 650 770 Email: info@ecology.co.uk Contact Us Facebook LinkedIn Twitter SITE MAPCOOKIES POLICYPRIVACY NOTICEACCESSIBILITY © 2021 Ecology Building Society Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Community and commercial mortgages offered by Ecology Building Society are not regulated by the Financial Conduct Authority. Financial Services Register No. 162090 This site uses cookies to store information. Press accesskey C to learn more about your options. We use cookies to improve your online experience and by continuing to use our website you consent to their use. Alternatively, update your cookies settings at any time or see our Cookies Policy. OPT INSETTINGS