How to make a complaint
Our complaints procedure is explained below. Please put your complaint in writing and post it to us, hand it in to branch, or you can email us on admin@sycb.co.uk, or call us on 0114 276 0787.
Our complaints procedure
South Yorkshire Community Bank aims to resolve all complaints to your satisfaction quickly.
Within 3 working days
We aim to resolve complaints by the close of business on the third working day following the complaint whether made face to face, by email, by phone or in writing.
If this is successfully resolved, you will be sent a summary resolution notice including how to proceed if still not satisfied.
Within 5 working days
If your complaint cannot be resolved quickly, a written acknowledgement will be sent to you within 5 working 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.
Within 8 weeks & Final Response
If your complaint has not been resolved within 5 working days, we will send you a response which explains the delay advising that a final response can be expected within 8 weeks of receiving the complaint. A further update letter will be sent after 4 weeks if the complaint has not been resolved by this point. A final response or summary resolution letter will be sent as soon as a full response can be provided. The complainant will be advised that if dissatisfied with the response they can refer the complaint to the Financial Ombudsman Service (FOS). A copy of the FOS explanatory leaflet or a link to the appropriate website will be included in the final response.
Further communication
Further complaints, if applicable, may be referred to the Financial Ombudsman Service. If no communication is received by South Yorkshire Community Bank from the Financial Ombudsman Service within 4 weeks, the complaint will be regarded as closed. This does not affect your right to appeal to the Financial Ombudsman Service within the timescales quoted in the final letter and on www.financial-ombudsman.org.uk.
Redress to Complainants
We will seek to improve our services to all members as a result of complaints received. The aim is to offer members high quality, value for money services. However, if a member feels we have let them down by offering a below par service, the member has the right to complain.