Got a concern?

At Dunfermline Building Society we are committed to providing quality products and services to all our customers. We constantly monitor the way we work to ensure we maintain high standards and identify areas for improvement

However, things can go wrong. If you do have a problem, then we would like to hear about it. We aim to deal with your complaint sympathetically and we will do our best to resolve your problem as quickly as possible. Complaints we cannot settle may be referred to the Financial Ombudsman Service.
This leaflet sets out our procedures if you have a complaint.

How we deal with your complaint

If you have a problem, you can contact us in one of several ways:
• Visit your nearest Dunfermline Building Society branch
• Telephone our Contact Centre Team on 0845 345 04 09
• You can also write to us at one of the following addresses (to help us deal with your complaint effectively, please select the area most relevant to your complaint):

For complaints about any aspect of investment administration please write to us at:
Dunfermline Building Society – Savings & Investment Team
PO Box 29216
DUNFERMLINE
KY1 2BZ

For complaints about any aspect of mortgage or insurance administration please write to us at:
Dunfermline Building Society - Mortgage & Insurance Administration team
PO Box 1015
NORTHAMPTON
NN3 0DJ

For complaints about any aspects of potential mis-selling or if your complaint is regarding a regulated investment product, please write to us at:
Dunfermline Building Society Member Services
Kings Park Road
Moulton Park
Northampton
NN3 6NW

The Internal Complaints Procedure

Click here to view our complaint procedure: