Complaints

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

 

You can also write to us at: 

Wessex Community Bank

Fareham Reach

166 Fareham Road

Hampshire

PO13 0FW

or email us at talk@wessexcommunitybank.orgWe aim to resolve complaints within 3 days where possible. Depending on the complexity of the complaint, this may take longer.


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, it can be referred to the Financial Ombudsman Service. A copy of the FOS explanatory leaflet will be included in the response.


Final response:

We intend 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.

If you have any questions about the process you are welcome to call us.