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Complaints Procedure

What to do when we don't get it right
If you are reading this document then we obviously didn't get it right and we apologise for that. We always aim to provide excellent customer service and when that doesn't happen we want to know why.

Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this. We have a formal complaints procedure, which is outlined below:

Please either:

Discuss your concerns, either in person or over the telephone, with staff at your local Branch, Agency or at any of our Operational sites, or
Write to us, or
Email us at complaints@bbg.co.uk, or
Visit our website: www.bradfordandbingley.co.uk

We will acknowledge your communication by close of business the following day and provide you with a contact name and expected date of reply

We want to resolve your complaint as quickly as possible. To help us do this, please provide all relevant information to support your case. For example:

All relevant correspondence including account statements
Name of branch and staff member
Account details

Information should be sent either to our registered office addressed to Customer Relations, or handed in at your local branch.

If, for whatever reason, you do not accept our decision, you can then refer your case to the Ombudsman.

Ombudsman Details
Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall,
London E14 9SR.
Tel: 0845 080 1800

Bradford & Bingley plc is authorised and regulated by the Financial Services Authority (FSA reg. No. 106126). FSA does not regulate non-regulated mortgage contracts, credit cards, unsecured personal loans or savings. Calls may be monitored or recorded. Registered Office: PO Box 88, Croft Road, Crossflatts, Bingley, West Yorkshire BD16 2UA. Registered in England No. 3938288.