Our Complaints Policy






Our Complaints Policy

How we handle Complaints

As a member owned organisation, we make every effort to make sure we live up to the standards you expect from us. As and when we do get a complaint, we will do everything we can to sort it out as quickly as possible.

When a customer isn’t happy with the service they received from Castle Community Bank we will use this as an opportunity to learn and improve for the benefit of all our members.  We will not always get things right but when things go wrong, we will work hard to fix it as soon as possible.


The best way to tell us you are unhappy is by sending an email to info@castlecommunitybank.co.uk or by contacting us on 0131 466 5006, or writing to us at:


Castle Community Bank

49 Great Junction Street




After we’ve received a complaint, we will send you a written acknowledgement within 5 business days. Our regulatory obligation is to give you a final response within 8 weeks. We will try to issue a response within 4 weeks or faster if possible.

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.