It looks like your browser is a little out of date and can’t show this page correctly. For the best experience, please update to the latest version of Chrome, Firefox, Safari, or Edge.
To log-in to your account please use the link below.
Log inBuilt by our members, for our members, we’re committed to providing excellent service and support. However, we understand that sometimes things don’t go as expected, and you might not be fully satisfied with the service you’ve received.
If this happens, we want to hear about it so we can understand what has happened and put it right. We always aim to reply to all complaints and handle them in a timely, fair, and consistent way.
Our complaints process has been designed to meet the conditions of the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS).
The below information will guide you through how to make a complaint and what to expect from us.
0345 604 0050
Lines open 8:00am to 6:00pm Monday to Friday, excluding bank holidays.
Customer Relations, Manchester Building Society, PO Box 995, Wallsend, NE28 5FR
We'll try to resolve your concerns quickly. Please share your name, account number, the reason for your concern and as much information as possible. We’ll do our best to resolve your complaint within 3 working days from the day after we receive it.
If it’s not possible to resolve your complaint within three working days, we’ll send you a prompt written acknowledgement to tell you that we have received your complaint and are handling it.
If we’ve been able to resolve your complaint to your satisfaction within 3 working days, we’ll send you a communication called a “Summary Resolution”. It will confirm the complaint you have made, and how we have resolved it.
If we haven’t been able to resolve your complaint within 3 working days, then once we’ve resolved your complaint to the best of our ability we’ll send you a “final response”.
The “final response” will detail our investigation and decision. We’re required to send the final response to your complaint within set periods depending on what your complaint is about.
In most cases we’re required to send a final response to your complaint within 8 weeks, however some complaints relating to payment services need to be responded to within 3 weeks, or 7 weeks in exceptional circumstances.
If we are unable to issue our full and final response within these periods, we will write to you to update you on the progress of your complaint and the estimated resolution date, where possible.
We are committed to making sure that all complaints are dealt with fairly. However, if you are still unhappy with the outcome of your complaint, or if we have not been able to send you our final response within the required period, you may refer your complaint to the Financial Ombudsman Service (FOS).
Referrals to the Financial Ombudsman Service (FOS) are free of charge and must be referred within 6 months from the date of our final response letter.
In 2023, Manchester Building Society merged with Newcastle Building Society. As a result of this merger, complaints data from both Societies is now combined and reported together under Newcastle Building Society. This ensures transparency and consistency in how we monitor and respond to customer complaints.
Our complaints procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS).
Latest Customer Complaints Data
All financial organisations that receive more than 500 FCA reportable complaints during a 6-month period are required to publish data on complaints received in accordance with FCA Dispute Resolution: Complaints Sourcebook (DISP).
We welcome any measures within the financial services sector that encourage transparency and support the improvement of customer service.
The information we receive via complaints provides a useful insight into the day-to-day issues that are important to our members, which can help us make improvements to our products and services.
Please find our latest data by clicking the link below:
View our latest Customer Complaints Data (PDF, 104 KB)
January – June 2025
Address:
Customer Relations
Manchester Building Society
PO Box 995
Wallsend
NE28 5FR
We’ll always do our best to sort things out with you directly. But if you’re not happy with our final decision, you can get in touch with the Financial Ombudsman Service. They’re a free, independent organisation that helps people resolve complaints with financial services.
You’ll have 6 months from the date of our response letter to contact them.
We’ll include details with our letter that explains how to get in touch with the Ombudsman and what they can do to help.
Phone number: 0800 023 4567
Email address: complaint.info@financial-ombudsman.org.uk
Website: Financial Ombudsman Service
