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Complaints policy and procedure

Community First Community Bank Ltd is committed to providing a high quality, transparent and accessible service to everyone we deal with. In order to do this we need you to tell us when we get things wrong.
We want to help resolve your complaint as quickly as possible.
We handle any expression of dissatisfaction with our service which calls for a response as a complaint.
We listen to your complaints, treat them seriously, and learn from them so that we can continuously
improve our service.
Our policy covers complaints about:

• the standard of service you should expect from us
• the behaviour of our staff in delivering that service
• any action, or lack of action by our staff

Our standards for handling complaints

• We can receive complaints by letter, telephone or email, or alternatively if required by virtue of reasonable adjustments. We treat all complaints seriously.
• You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness.
• We will treat your complaint confidentially.
• We will deal with your complaint promptly. We will acknowledge receipt of a written complaint within seven working days where we have a return address and you can expect to have a full reply within 20 working days. In a few cases we will not be able to send a full reply within 20 working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.
• We will not treat you less favourably than anyone else because of your:
• Sex or legal marital or same-sex partnership status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced or completed)
• sexual orientation
• colour or race: this includes ethnic or national origin or nationality
• disability
• religious or political beliefs, or trade union affiliation
• Any other unjustifiable factors, for example language difficulties, age, pregnancy and maternity.

How to complain

If you wish to make a complaint, you can do so by email, telephone or letter.
If you are disabled, and need a reasonable adjustment to ensure you can register your complaint, you can contact us alternatively by:

• telephone (one of our officers will help you by writing out your complaint)
• asking a member of staff to help you in writing out your complaint