Complaints

In the first instance, please contact our office on 02392 827980

 

You can also write to us at: 

Wessex Community Bank

97 Fratton Road

Portsmouth

PO1 5AG

or email us at talk@wessexcommunitybank.org

 

Responding to Complaints

We aim to resolve the complaint to the complainant’s satisfaction as speedily as possible.

We aim to resolve complaints to the complainant’s satisfaction by the close of business on the next business day after the day on which the complaint was received. Complaints satisfactorily resolved and completed within this time period will be recorded as satisfactorily completed but will not be included within the annual report to the FSA. The records of such complaints are not required to be kept for three years.

 

Within 7 days

If the complaint cannot be resolved quickly, an acknowledgement will be sent to the complainant within 5 business days of receipt of the complaint.

 

Within 8 weeks

If still unresolved within 8 weeks of receiving a complaint, we will send the complainant:

  • a final response, or

  • a response which explains the delay and advises the complainant when a final response can be expected. The complainant will be asked whether they are willing to extend the time for the investigation to be completed. The complainant will be advised that if dissatisfied with the delay he can refer the complaint to the Financial Ombudsman Service. A copy of the FOS explanatory leaflet will be included in the response.

 

Final response

It is our intention to provide a complainant with a satisfactory final response within 8 weeks of receipt of the complaint.

The final response will include:

  • A summary of the complaint

  • A summary of the investigation into the complaint

  • Our views on the issues raised in the complaint

  • Whether we acknowledge it has been at fault in any way

  • Details of any redress or offer made to settle the complaint

  • The complainant’s right to refer the complaint to the Financial Ombudsman Service if remaining unsatisfied with the final response from us. 

  • A copy of the Financial Ombudsman Services explanatory leaflet.