How we work

We welcome your feedback and are committed to resolving any concerns our members may have. If you’re unhappy with any products or services we provide, we’ll always make every effort to resolve your issue at the point you raise it.

If we are able to resolve your complaint to your satisfaction within 3 working days following the date you raised your concerns, we will send you a Summary Resolution Letter.

If we are unable to resolve the matter within this timeframe, we'll send you a letter formally acknowledging your complaint within 10 days of you contacting us.

We aim to resolve complaints as quickly as possible. If your complaint is still open after 4 weeks, we’ll send you an update. If it’s still unresolved after 8 weeks, we’ll provide another update.

Our Complaints Department might try to call you, but you'll always get a final response in writing or by email. This will explain our decision and why we reached it.

Each letter will include an email and phone number so you can contact us if needed.

Our privacy policy explains how we collect and use your information.  

We always aim to provide an excellent standard of service. However, we recognise that on occasion things may go wrong. Our complaints procedure is here to help you achieve a speedy and satisfactory resolution. You can make a complaint: 

• At one of our branches.
• By phone: 0330 333 4000.
• By email: complaints@principality.co.uk.
• In writing: "FREEPOST PRINCIPALITY BUILDING SOCIETY - Complaints" (No stamp needed).
• On social media: Facebook, X, and Instagram. 

Our privacy policy explains how we collect and use your information.  

If you make a complaint about a payment service (like a telegraphic transfer or online payment), we'll write to you with an update after 3 weeks if your complaint is still open. We’ll write again with a final decision on your complaint within 7 weeks. 

Our privacy policy explains how we collect and use your information.  

If you aren’t satisfied with our final response to a complaint, you may be able to refer the matter to the Financial Ombudsman Service for review. If this is the case, we'll inform you in writing.  
 
You can refer a complaint to the Financial Ombudsman. You must do this within 6 months 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: +442079640500

You can also view our latest complaints report. 

We have branches throughout Wales and the borders. Find your local branch.  

Our head office is located in Cardiff city centre. Our address is Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA.

There are a range of ways to get in touch with us. Visit our contact page to choose the best way for you. 

We care about your financial future. As a mutual building society, we’re owned by and run for you; our members. 
 
We’re committed to maintaining high standards of honesty and openness. Visit our corporate governance pages for information on the rules and guidelines we follow to operate as a responsible business. 

Principality members can take an active role in our Society’s future by voting and attending our Annual General Meeting (AGM). At the meeting you’ll hear from us about the Society’s performance and have a chance to ask the Board and Senior Team any questions. We also publish the results of any voting.