The Board of Directors believe that the Society has a sound record of being fair to all its customers and individuals. In line with this, the Society has adopted the regulators’ Treating Customers Fairly, Conduct Risk and Consumer Duty initiatives and, as it always has, endeavours to achieve good outcomes for all customers, at all times.

Complaints Procedure

The Society operates an internal complaints procedure.

Please download our Talk To Us leaflet for further information.


The Society subscribes to the Financial Ombudsman Service. The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their customers.

Full details of the FOS can be found on its website at


For people Not shareholders

As a building society we work for people not shareholders, which helps us to distinguish ourselves from Banks.

Below is a short leaflet from the Building Societies Association which highlights the benefits of a building society, including some interesting facts!

BSA For people leaflet (2022)


How financial services firms can help you if you are a victim of financial abuse

Below is a leaflet ‘It’s Your Money‘ that details how esbs and other financial services firms can help if you are a victim of financial abuse.

It’s Your Money


Vulnerable Customers

If at any time during your relationship with esbs, you encounter any communication difficulties or have any other vulnerabilities that you would like us to be aware of, please do not hesitate to contact us and we will document this on your personal records.

If you do make us aware of any additional requirements or adjustments, this will help us to provide a level of service that will enable your relationship with us to run smoothly.