Please raise your complaint by logging in to your account, clicking ‘Messages’, and then ‘Create Message’. You can then select
‘I have a complaint’ from the drop-down menu. Logging in is part of our identity verification so that we’re sure it’s you we’re
talking to.
If you can’t log into your secure account for any reason, you can raise your complaint by calling us on 01978 803976.
If you’re not a customer, you can raise your complaint by sending us an email to savings@chetwoodbank.co.uk or calling us
on 01978 803976.
To help us investigate your complaint fully, we will need the following information from you:
If you feel you’ve missed some information in your initial complaint, just get back in touch, quoting your case reference
number and any additional details you’d like us to include.
We’ll respond to your complaint as quickly as possible. We’ll try and do this within three working days. If we need any
additional information, or if we think it will take us longer, we’ll let you know within five working days.
The Financial Conduct Authority gives us eight weeks to provide a final response to your complaint, but we aim to resolve
most complaints well within this timescale.
If you’re unhappy with our decision or the way we have handled your complaint, you have the right to refer it to the Financial
Ombudsman Service free of charge—but you must do so within six months of receiving our final response.
If you don’t refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will
only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was a result of
exceptional circumstances.
Read the Financial Ombudsman Leaflet. If you’d like a hard copy of the Financial Ombudsman Leaflet please let us know and
we’ll send it to you.
Get in touch with the Financial Ombudsman Service or call them on 0800 023 4567. Calls to this number are free on mobile
phones and landlines.
If you live outside the UK or prefer not to deal directly with the Financial Ombudsman Service, you may be able to submit a
claim through the European Online Dispute Resolution Platform.