Make a complaint
Customers are our top priority
We work hard to provide you with the best possible service. However, if at any time you think we haven't met your expectations please let us know. We will try to do everything we can do to put things right.
To help with this, we have a complaints procedure that you can use to make us aware of any problems you've encountered. We'll do our best to address things quickly and fairly.
Our complaints procedure meets the requirements of the Financial Conduct Authority and the Financial Ombudsman Service (FOS).
- Download a copy of our complaints process leaflet.
- View the Complaints publication report
Who to contact first
- Call us:
0800 0565 252* - Email us:
Complete our online complaints form.
- Write to us:
Customer Relations,
Chelsea Building Society,
Timbercombe House,
Charlton Kings Business Park,
Cirencester Road,
Cheltenham,
Gloucestershire,
GL53 8DZ
If your complaint cannot be resolved quickly
If your complaint cannot be resolved by the end of the next working day we will:
- Write to let you know we have received your complaint, and then
- Provide you with a response to the issues you've raised as soon as possible. Our complaints procedure allows us four weeks to do this, but we will do our best to get back to you within 14 days.
- If we can't respond to the issue within four weeks, we will contact you to explain why that has not been possible, and when we will contact you again.
- The response to your complaint will be The Society's final decision.
What to do next
Once our final response is made, that is the end of our internal complaints procedure. In the vast majority of cases, we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, or if we have not resolved the complaint within 8 weeks, you will then have the option of contacting the Financial Ombudsman Service (FOS) at:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 0234 567*
We will send you a leaflet detailing the FOS complaints procedure with our final response. If you remain dissatisfied, you have up to six months from the date of our final response letter to refer your complaint to the FOS.
Chelsea Building Society and the Chelsea are trading names of Yorkshire Building Society. Yorkshire Building Society is a member of the Building Societies Association and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Yorkshire Building Society is entered in theFinancial Services Register and its registration number is 106085. Principal Office: Yorkshire House, Yorkshire Drive, Bradford BD5 8LJ.
References to 'YBS Group' or 'Yorkshire Group' refer to Yorkshire Building Society, the trading names under which it operates (Barnsley Building Society, the Barnsley, Chelsea Building Society, the Chelsea, Norwich & Peterborough Building Society, N&P and Egg) and its subsidiary companies.
Buy to Let mortgages are not regulated by the Financial Conduct Authority
This site is intended for UK Residents unless otherwise stated. All communications with us may be monitored/recorded to improve the quality of our service and for your protection and security.
*Calls to 0800 numbers are free of charge from a landline or mobile. Calls to 03 numbers are charged at the same standard network rate as 01 or 02 landline numbers, even when calling from a mobile.
Get in touch with us:
- Call us:
http://www.thechelsea.co.uk/contact/index.html - Find a branch:
http://www.thechelsea.co.uk/contact/branch_finder.html - Manage your accounts online:
http://www.thechelsea.co.uk/security/online_help.html