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Complaints publication report

1 July 2010 to 31 December 2010

Firm Name Yorkshire Building Society
Other firms included in this report Barnsley Building Society
Chelsea Building Society
Chelsea Mortgage Services
Period covered 1 Jul 10 to 31 Dec 10

Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 July 2010 to 31 December 2010. The comparative figures show how these relate to the number of accounts or income in each grouping, to allow comparisons to be made with other financial organisations on a consistent basis.

Grouping No. of new Complaints Opened No. of Complaints Closed. Complaints closed within 8 weeks (%) Closed Complaints Upheld (%) by YBS comparative
figure
Banking 1,206 1,249 95% 46% 0.25 complaints per 1000 accounts
Home Finance 674 846 95% 28% 3.5 complaints per 1,000 accounts/
loans
General Insurance & Pure Protection 435 397 96% 7% 58 complaints per £1m income
Life, Pensions and Decumulation 121 141 49% 13% N/A
Investments 58 54 83% 81% 4.3 complaints per £1m income

Important information

  • Complaints related to historic sales pre 2000. Since 2000 the society has introduced its customers to Legal & General for investment advice
  • The society acts as an intermediary for the provision of general insurance and protection and introduces our customers to Legal & General for investment advice
  • Increase from previous report due to speculative Mortgage Payment Insurance claims from complaint management companies

The Financial Ombudsman Service also publish complaint data regarding the number of complaints received and the proportion upheld by the Ombudsman for individual firms. Details can be found at the Financial Ombudsman Service publication of complaints data.

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