Listening to Members
We think it's very important to listen to what our members have to say. Even more important, where we can, we'll act on what you tell us.
There are a number of ways in which we listen to members.
Our Members' Council is made up of 12 regular members who work closely with us, giving their time to offer us an independent and critical review of our performance.
They offer us special insight into the way we do things, helping us improve customer service and develop new products. Recently, they've helped us redesign our savings applications process, suggested ideas for new mortgage products and helped choose our corporate charity.
Members usually sit on the Council for two years, meeting every three months or so. If you're interested in joining and taking a deeper interest in how things are done here, please get in touch.
Our Roadshows give us the opportunity to visit you and meet our members. You also have the chance to meet our managers and directors face-to-face, ask questions and receive honest answers in an informal setting. If you'd like to attend our next Roadshow, please get in touch - we look forward to seeing you there.
Roadshows to date:
Thousands of members have had the opportunity to come to our Roadshows over the last few years. Here's where we've been since 2007:
Birmingham, Leamington Spa, Merry Hill, Hinckley, Bristol and Coventry.
Every day we ask our members about the service they receive. Whether you use the branch network or call our Customer Service Centre in Coventry, we want to know what you think. And you can be sure that we'll be interested in your answer.
In addition, throughout the year we run a number of customer surveys on a range of topics. Do we make it easy for you to open an account? What do borrowers think about the annual statement information we send to them? How did we manage your maturing bond? If you have to make a complaint, how do we treat you?
We're always interested in making it easier for our members, so we look very closely at the answers members provide.
Of course we try to keep all of our members happy, all of the time - but sometimes, we get things wrong. All complaints are a matter of concern to us, even when they represent a small percentage of our total membership. That's why we work hard to resolve any member's complaint at the point of contact.
Every six months, we publish our complaints report which details the number of complaints we have had during that period.
Read our latest complaints report
Making a complaint
If you're not totally happy with any part of our service please let us know so we can put it right as quickly as possible
Find out more about our complaints process here