How to complain

At Principality we always aim to provide an excellent standard of service. However, we do recognise that on occasion things may go wrong. Our complaints procedure is there to help you achieve a speedy and satisfactory resolution.

Making a complaint

You can make a complaint in person at one of our branches.
By phone: 0330 333 4000
By email:
In writing: "FREEPOST PRINCIPALITY BUILDING SOCIETY - Complaints" (No stamp needed) 

How a formal complaint will be handled

You will receive a letter formally acknowledging your complaint. We always aim to investigate complaints as quickly as possible, but if your complaint is still open after 4 weeks we’ll write to you with an update. If your complaint is still open after 8 weeks we’ll write again.

Payment services complaints

If your complaint is about a payment service (e.g. telegraphic transfers, faster payments), then we will write to you with an update after 3 weeks if your complaint is still open – and we’ll write again with a final decision on your complaint within 7 weeks.

Our final decision

Our Complaints Department will always try to speak with you to discuss the investigation and will write to confirm our response. Our final response letter will let you know our decision related to your complaint, and our reasons for reaching our decision. If you are dissatisfied with our final response, you may be able to refer the matter to the Financial Ombudsman Service for review. Their address is below. If this is the case, we will inform you in writing.

If you wish to refer a complaint to the Financial Ombudsman you must do so within 6 months from the date of our final response.

Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone number: 0300 123 9 123
Switchboard: 020 7964 1000
From outside the UK: +44 20 7964 1000
Website address:

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