Our Complaints Policy

How to complain

Calling us is usually the quickest way to resolve a problem. However, you can also visit us in the Branch or complete our online form if you prefer.

Over the phone

Call the Castle Community Bank office on 0203 375 0221 between 10.00 and 16.00 Monday to Friday

Email

We will aim to contact you within 48 hours (Mon – Fri) to discuss your complaint

Although we provide you with an e-mail address, you need to be aware that e-mail is not a secure way to get in touch

If you decide to e-mail us, do not quote any sensitive account information such as your account numbers, we won’t be liable for any lost data you supply. But to help us resolve your complaint as quickly as possible, please include:

Your full name
First line of your address and postcode
The Castle Community Bank product your complaint is about (if applicable)
As much information about the complaint as you feel able to give (excluding account numbers and sensitive account information)
Any particular actions you should wish us to take to resolve your complaint
A contact number and the best times to contact you, as we’ll call you once we’ve received your e-mail

Letter

If you choose to write to us, please include your account details and address along with the above information.

You can write to us at:

Castle Community Bank
49 Great Junction Street
Edinburgh
EH6 5HX

In Branch

Visit any of our branches to talk to a member of the team. If we can’t resolve your issue whilst in the branch we’ll get specialist assistance to ensure it is resolved.

Branches available at:

Leith Branch
49 Great Junction Street
Edinburgh
EH6 5HX

Our promise

Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we make you a promise:

We will do our very best to put things right as soon as you get in touch.
Where that’s not possible, we will make sure you have the contact details of the person or team dealing with your complaint.
No matter how you choose to tell us about your complaint, whether it is by phone, in branch or in writing, we will give it our full attention and commitment to resolving it for you.

Complaints information

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

Financial Ombudsman Service (FOS)

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

Further details regarding the Financial Ombudsman Service can be obtained from their website at www.financial-ombudsman.org.uk. The Ombudsman may be contacted at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Tel: 0800 0234 567

Email: complaint.info@financial-ombudsman.org

Reporting to the FCA and within the Organisation

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 sincere apology. Sometimes, it’s appropriate to offer financial redress, especially if we’ve made a mistake which has impacted your finances, but where we have made you unhappy, we will offer a heartfelt apology from all of us. In short, If you make a complaint, we will treat it seriously, make things better for you, learn how we can make improvements based on your experience, and then apply those improvements to make those things better for all of our members.