How to make a complaint
You can make a complaint in writing, verbally or in person:
Email: admin@sycb.co.uk
Post: The Complaints Officer, South Yorkshire Community Bank, 35 Townhead St, Sheffield City Centre, Sheffield S1 2EB
Telephone: 0114 276 0787
In Person: Visit either our Sheffield or our Rotherham branch (see below for addresses)
Our complaints procedure
Complaints resolved within 1-3 business days
Wherever possible we aim to resolve complaints by the close of business on the third business day following a complaint being raised. Please note that complaints received after 3pm will be treated as having been received the following business day as this is outside our normal business hours.
If a complaint is successfully resolved within 3 business days to your satisfaction, we will send you a summary resolution notice including how to proceed if you still are not completely happy.
Over 3 business days
The following is the process if a complaint takes longer than 3 business days to resolve, either because we have been unable to contact you to agree the outcome or because we need to undertake more in-depth investigations:
Acknowledgement
We will issue an acknowledgement within 5 business days of receipt of the complaint. The acknowledgement will include either a full response or an explanation of the further investigations being undertaken in order to provide a full response.
After 4 weeks
If we have been unable to provide a full response within 4 weeks, we will provide an update.
8 weeks (Final Response)
Within 8 weeks of receipt of the initial complaint we will issue a Final Response. This response will detail what investigations we have undertaken and the outcome, including whether or not we have upheld your complaint.
The Financial Ombudsman Service (FOS)
If you are not satisfied with the outcome of a complaint, you have the right to raise this with FOS.
The Final Response will include details of how you can raise your complaint with the FOS, including a link to their website. A printed version of their explanatory leaflet is available on request.
Closing a complaint
If we have not received any further communications within 4 weeks of a Summary Resolution Notice or Final Response being issued, we will consider a complaint closed for the purposes of our systems. Please note that this does not affect your right to appeal to the Financial Ombudsman Service within 6 months of our issuing the Final Response.
Data Protection Complaints
If your complaint is in respect of the way in which we handle your personal information/data, please contact us as detailed above. We will follow the same process, but will also provide you with the link to the Information Commissioner’s Office (ICO) where you can escalate your complaint if you are unhappy with our response. For more details about your rights to make a Data Protection Complaint, please see How to make a data protection complaint to an organisation | ICO.
South Yorkshire Community Bank actions following a complaint
Regardless of the reason for a complaint being raised, SYCB will ensure that we use any feedback to improve our services to all members.