Important information – savings


We take our responsibilities to our members very seriously. That’s why we’re honest and open about how Stafford Railway Building Society operates and what you can expect from us.

Complaints

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.

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

Dormant accounts
The Society does not participate in the scheme under the Dormant Bank and Building Society Accounts Act 2008. Instead the Society closes dormant accounts in such a way that the balance continues to earn interest at the same rate and the funds remain the property of the investor and/or of their estate. If you want to trace a dormant or lost account (including the unclaimed assets scheme) you can visit www.mylostaccount.org.uk where you can instigate a search.

Financial Services Compensation Scheme
Important information about the Financial Services Compensation scheme can be found here FSCS.

Savings terms and conditions
View our savings terms and conditions.

Society Rules
To view our Society Rules you need to use Adobe® Reader®, available to download free at www.adobe.com

Leaflets are available in large print

Call us on: 01785 223212