We're all ears

Tell it like it is - your feedback creates better products & services

We’re proud of the service we provide at Teachers Building Society, but we know that sometimes we don’t always get things right, or things might not turn out as expected.  If this happens, we’d be grateful if you could get in touch and let us know. We can then work with you to do our very best to put things right.  

We aim to get the issue sorted out as quickly as possible.  If we can resolve it within 3 working days from the day we receive it, we’ll let you know and we’ll also give you information about the Financial Ombudsman Service (FOS) at the same time. 

If it looks like it’s going to take a bit longer and we need more time to investigate your concerns, we’ll send you an acknowledgement by email or post (whatever you prefer).  We’ll include information about our complaints process and will also let you know when you can next expect to hear from us.  We’ll also let you know, who your point of contact will be, whilst we’re looking into your complaint.


While we’re looking into your complaint, we might need to contact you to get more information.  We’ll make sure we use your preferred method of contact.  

Once we’ve finished looking into the details of your complaint, we’ll let you know our findings and the final outcome. We’ll also explain the reason for our final decision.

Regulation allows us up to 8 weeks to resolve your complaint, but we understand that you want your case handled as quickly as possible, so we aim to get all complaints resolved within 28 days.  If your complaint is a bit more complex it may take slightly longer. If this happens we’ll let you know.

Payment-related complaints are handled a little differently. If your complaint is regarding a payment made to or from your account with us, regulation allows us up to 35 days to resolve it.  We’ll aim to resolve it within 15 working days (about 3 weeks), but if we think it is going to take longer, we’ll get in contact to let you know.

If you need additional support, for example you want us to send you our response in alternative format, or even if you just have a couple of questions about your complaint, please don’t hesitate to get in contact with your complaint handler.

If you have a complaint, or even just want to give us feedback, then please talk to us. 

Telephone:  0800 783 2367

Post:  FREEPOST, Teachers Building Society, Allenview House, Hanham Road, Wimborne, Dorset, BH21 1BR

If you’re not happy with how we’ve handled your complaint, you have 6 months from the date of our final response letter or email, to send your complaint to the Financial Ombudsman Service.

Their contact details are:
Financial Ombudsman Service
Exchange Tower

E14 9SR

Telephone 0800 023 4567

We’ll make sure we include their details with our final response letter or email, which will give you further information if you want them to look into your complaint with us. 

Whistleblowing is the raising of a concern, either within the workplace or externally about a danger, risk, malpractice or wrongdoing which affects others. For more information or to submit a report, click the button below.

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