Building Societies Association
Policy

Consumer Relations

This section is all about consumer policy matters. Building society customers, and other consumers looking for information about building societies should use the link to FAQs or Factsheets below.

Frequently asked questions
Factsheets

Contracts entered into by consumers must have contractual terms that are fair and expressed in clear, intelligible language.

More on Unfair Terms

The Directive introduces a duty not to treat customers unfairly, in respect of non-contractual issues.

More on Unfair Commercial Practices

The BSA has a tracing scheme to reunite lost accounts with their rightful owners. The Governement has plans to give lost accont monies to good causes

More information on lost accounts

Building societies must treat customers fairly. One of the FSA's main roles is to protect consumers and the BSA has been helping to ensure this is achieved.

More on Treating Customers Fairly

The Financial Ombudsman Service (FOS) was set up by law to resolve disputes between members of the public and financial institutions, including building societies.

More on the FOS

A voluntary code that sets standards of good practice for financial institutions when dealing with personal customers.

More on the Banking Code