How to complain

Complaints Guidance

Have we let you down?

We aim to offer our members a high-quality service at all times. If you feel you have been let down or you are unhappy with the service you have received, please let us know, and we will do our best to put things right.

We will provide you with a copy of our internal complaints procedure on request.

How you can complain

You can make your complaint known to us in the following ways:

In Person: Boom Community Bank, 17 Liverpool Gardens, Worthing, BN11 1RY

By Telephone: 0345 521 5552

By Email:

In Writing: Boom Community Bank, 17 Liverpool Gardens, Worthing, BN11 1RY

What we will do

We want to resolve your concerns as quickly as possible; however, more complex problems may involve conducting an investigation. We will review your complaint in a fair, impartial and timely manner.

Within three working days

If your complaint has not been satisfactorily resolved, within three working days from the date your complaint was received, you will receive a written letter from us confirming that your complaint is being looked into.

Within eight weeks

All our complaints should be resolved within eight weeks, and you will receive a copy of the resolution in writing for your records.

If this is not possible within eight weeks, we will write to you to let you know why we have not resolved your issues and when we expect to issue you with a final response.

Financial Ombudsman Service (FOS)

If you are unhappy with the resolution we offer, or we have not provided a resolution within eight weeks from the date we acknowledged your complaint, you can escalate your complaint to FOS.

The FOS is an impartial organisation that mediates complaints between companies and their customers. Their contact details and guidance for complaints are below:


Telephone: 0300 123 9123 or 0800 023 4567

Postal Address:

Financial Ombudsman Service
Exchange Tower
E14 9SR

If you wish to escalate your complaint to the FOS, please try and do so within six months of the date of our final response, as they may reject any complaints they receive after this time.

More information

If you have any questions about how Boom Community Bank handles complaints, you may call us on 0345 521 5552 or email

Contact Member Services