Contact us

Questions and feedback

How to make a complaint

Whatever your question or comment, feedback or suggestion, we’d love to hear from you.

If you would like to talk to us, we are open:
Monday 9.00am – 4.45pm
Tuesday 9.00am – 4.45pm
Wednesday 10.00am – 4.45pm
Thursday 9.00am – 4.45pm
Friday 9.00am – 4.45pm
Saturday 9.00am-12.00pm

Tel: 01785 223212* – our switchboard is answered until 5.00pm during the week.
Calls are recorded for compliance and training purposes.

Email: mutual@srbs.co.uk

Stafford Railway Building Society, 4 Market Square, Stafford, ST16 2JH

Please be aware that we are unable to provide any account specific information via email, we will never ask for your personal or account details via email. If you wish to communicate with the Society by email, and this contains any form of customer, personal or sensitive data, we strongly advise that you password protect all files before sending them to the Society. Calls and electronic communication may be monitored and/or recorded for your security and may be used for training purposes.

Map of car parks

Complaints procedure

We know that sometimes things go wrong and Stafford Railway Building Society really values your feedback. Letting us know when you are not happy with our products or service, provides us with the opportunity to put it right as quickly as possible and helps us to improve our service for all our members.

At Stafford Railways Building Society, we are committed to:

  • Treating your complaint fairly
  • Trying to resolve your complaint straight away, when you first contact us
  • Responding to you by phone if possible and in writing once our investigations are complete, if we have not been able to resolve your query when you first contact us
  • Keeping you informed of our progress

How to make a complaint
The first step is for us to understand your complaint so this is how you can contact us:

In person

  • Visit our branch to speak to a member of our team.

By telephone

  • Speak to a member of our team 01785 223212

By Post
Please write to:
Complaints, Stafford Railway Building Society,
4 Market Square,
Stafford,
ST16 2JH

Please ensure you provide

  • Your name
  • Address
  • Daytime contact number where we can contact you between the hours of 9am – 5pm Monday to Friday
  • Account details
  • Details of your complaint

By Email
You can email us at complaints@srbs.co.uk
Please ensure you provide:

  • Your name
  • Daytime contact number where we can contact you between the hours of 9am – 5pm Monday to Friday
  • Details of your complaint

FOR SECURITY REASONS, PLEASE DO NOT INCLUDE ANY ACCOUNT DETAILS IN YOUR EMAIL.

Please be aware that we are unable to provide any account specific information via email, we will never ask for your personal or account details via email. If you wish to communicate with the Society by email, and this contains any form of  personal or sensitive data, we strongly advise that you password protect all files before sending them to the Society. Calls and electronic communication may be monitored and/or recorded for your security and may be used for training purposes. Fraudsters may claim to be the SRBS to try and access security information. If you receive a call or email from the Society that you are suspicious about, cease the call immediately and contact us. More information can be found at www.scamsmart.fca.org.uk 

What happens next?
We will always do everything we possibly can to sort out the problem. We will send you a written acknowledgement within five working days and keep you informed on our progress until your complaint has been resolved.

Not satisfied with our response?
If you are not satisfied with the response you have received and want to contact our Chief Executive regarding your complaint, please direct it by post to the address above.

Should you remain unhappy with our final response, you have the option to refer the matter to the Financial Ombudsman Service.

About the Financial Ombudsman Service
The Stafford Railway Building Society is a member of the Financial Ombudsman Service who reviews individual complaints against financial services institutions in the UK.

If you contact the Financial Ombudsman Service before you have received your final response, or before eight weeks has passed since you initially raised your concerns with us, they will refer you back to us to resolve your complaint. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

The contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service website contains a range of useful information on the services that it provides:

Consumer leaflet “Your complaint and the Ombudsman” – www.financial-ombudsman.org.uk/publications/consumer-leaflet

Consumer Factsheets – www.financial-ombudsman.org.uk/publications/factsheet/index

The FCA also has consumer information on making complaints on its website – www.fca.org.uk/consumers/complaints-and-compensation

YOUR MORTGAGE IS SECURED ON YOUR HOME, WHICH MAY BE REPOSSESSED IF YOU DO NOT KEEP UP THE MORTGAGE REPAYMENTS. THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME

We only offer our own products. All our residential mortgages are regulated and therefore subject to the FCA regulations' requirements.

Leaflets are available in large print

Call us on: 01785 223212