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Complaints

How we handle Complaints

As a member-owned organisation we make every effort to make sure we provide the best service possible to you, our members. As and when we do get a complaint we will do everything we can to sort it out as quickly as possible.

If you aren’t happy with the service, they received from Castle Community Bank Network we will use this as an opportunity to learn and improve for the benefit of all our members.

We will not always get things right but if we do get something wrong, we will work hard to fix it as soon as possible.

Procedure

The best way to tell us you are unhappy is by sending an email to info@castlecommunitybank.co.uk. 

Alternatively, you can write to us at the address below

Membership Team

Castle Community Bank

49 Great Junction Street

Edinburgh

EH6 5HX

After we’ve received a complaint, we will send you a written acknowledgement within 5 business days. Our regulatory obligation is to give you a final response within 8 weeks. We will try to issue a response within 7 days if possible.

Financial Ombudsman Service (FOS)

If you do not receive a final response to your complaint within 8 weeks you can escalate the complaint to the FOS. The FOS are an independent adjudicator of disputes between customers and financial service providers.

You are also able to escalate your complaint to FOS if you are unhappy with our final response. We would always encourage you to discuss any dissatisfaction with us first.

Reporting to the FCA and within the Organization

We report back on all complaints to the Financial Conduct Authority (FCA) but more importantly we will try and learn from the issues that you tell us about and try and improve the product and process for all our members.

Resolution Process

If we’ve made a mistake we want to offer a meaningful apology. Sometimes, it’s appropriate to offer financial redress, especially if we’ve messed up in a way which has impacted your finances.

If you make a complaint we will treat it seriously, strive to make things better for you, and make improvements based on your experience to our services to ensure it does not happen again.