If you are dissatisfied with any aspect of our services, please let us know and we’ll look into the problem.

Something not worked out as you expected? At Derbyshire Community Bank we want you to tell us about it.

Our commitment to you
Our priority is to provide our Members with a high quality service and value for money products that are clear and easily understood. We are committed to treating all our customers fairly – our reputation and success is dependent on you being happy and we will strive to meet the needs of our Members. We will listen to our Members, we want to understand what is important to them and we aim to improve our services accordingly.

We work really hard to serve our  Members, but we do understand that sometimes things don’t work out as expected.

If you are unhappy with the service you have received from Derbyshire Community Bank, or something hasn’t worked as you expected then the first thing to do is contact us and we will do what we can to fix the problem and help you where we can. If we can’t solve the problem and you are not satisfied with our response then you can register a complaint.

How to complain

We recommend that you read our Complaints Procedure or a paper copy can be supplied upon request. If you feel you have reason to complain then you can do this in the following ways:

  • Log in & submit a complaint in secure messages via Our App
  • Email
  • In person to one of our staff or volunteers.
  • Letter addressed to The Complaints Officer, Derbyshire Community Bank, CUBO, Victoria Street, Derby, DE1 1EQ

Financial Ombudsman Service

We will do what we can to resolve your complaint. If you don’t think our solution is acceptable, then you may be able to take it to the Financial Ombudsman Service, but you must have tried to resolve the issue with us first as set out in our Complaints Procedure. We can provide you with further information or you can obtain it direct from the Financial Ombudsman Service, phone 0800 023 4567