It looks like your browser is a little out of date and can’t show this page correctly. For the best experience, please update to the latest version of Chrome, Firefox, Safari, or Edge.
To log-in to your account please use the link below.
Log inBuilt by our members, for our members, we want to give you great service and support. But we understand that sometimes things don’t go as you expect, and you might not be happy.
If this happens, please tell us so we can try put it right. We always try to reply to complaints as quickly as we can and handle them in a fair way.
Choose the way that’s easiest for you:
0345 604 0050
Lines open 8:00am to 6:00pm Monday to Friday, excluding bank holidays.
Customer Relations, Manchester Building Society, PO Box 995, Wallsend, NE28 5FR
Or you can pop in and speak to your local branch team.
Tell us what happened and what you’d like us to do. We’ll need your name and account number (if you have one). We aim to sort things for you within 3 working days, and we’ll send you a letter to confirm how we’ve fixed it.
Sometimes our investigation may take longer than 3 working days. When this happens, we’ll write to you within 5 days to confirm we’ve got your complaint and we’re looking into it.
There are set time limits on how long we have to resolve your complaint. In most cases this is within 8 weeks. For some complaints relating to payment services, this is within 3 weeks (or 7 weeks on rare occasions).
This will tell you what we’ve found and our decision. We may agree with your complaint, agree with part of it, or not agree. In rare cases, we may not be able to send our final response within the time limits. If that happens, we’ll write to update you on what we’ve done so far and let you know when you can expect our final response.
You can ask the Financial Ombudsman Service (FOS) to look at your complaint.
This is a free and independent service. You usually need to contact FOS within 6 months of the date of our final response.
Follow the link for FOS contact details.
In 2024, Manchester Building Society merged with Newcastle Building Society. As a result of this merger, complaints data from both Societies is now combined and reported together under Newcastle Building Society. This ensures transparency and consistency in how we monitor and respond to customer complaints.
Our complaints procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS).
Latest Customer Complaints Data
All financial organisations that receive more than 500 FCA reportable complaints during a six month period are required to publish data on complaints received in accordance with FCA Dispute Resolution: Complaints Sourcebook (DISP).
We welcome any measures within the financial services sector that encourage transparency and support the improvement of customer service.
The information we receive via complaints provides a useful insight into the day-to-day issues that are important to our members, which can help us make improvements to our products and services.
Please find our latest data by clicking the link below:
View our latest Customer Complaints Data (PDF, 183 KB)
January - June 2026
Address:
Customer Relations
Manchester Building Society
PO Box 995
Wallsend
NE28 5FR
We’ll always do our best to sort things out with you directly. But if you’re not happy with our final decision, you can get in touch with the Financial Ombudsman Service. They’re a free, independent organisation that helps people resolve complaints with financial services.
You’ll have 6 months from the date of our response letter to contact them.
We’ll include details with our letter that explains how to get in touch with the Ombudsman and what they can do to help.
Phone number: 0800 023 4567
Email address: complaint.info@financial-ombudsman.org.uk
Website: Financial Ombudsman Service
