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Complaints

Making a complaint

Although we do all we can to ensure we provide a first-class service, sadly from time to time things do go wrong.

We are keen to be aware of your concerns as they help us identify ways in which we can improve the quality of service and possible training needs.

Complaints can be made via any of our branches or Society offices, by emailing enquiries@ibs.co.uk or by calling our central telephone number 0330 123 0723.

If you choose to put your complaint in writing, please provide us with your account number and a description of events leading up to your complaint.

While you can refer your complaint to the Financial Ombudsman at any time, they will need our consent to investigate complaints where:

  • we haven't had the chance to put things right, or
  • we haven't exceeded the 8 week timescale to issue our final response letter

A leaflet is available detailing our complaint procedure and contact information for the Financial Ombudsman Service. You are at liberty to request a copy of this leaflet at anytime.

Your home may be repossessed if you do not keep up repayments on your mortgage.