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Complaints publication report

1 January, 2011 to 30 June, 2011

Firm Name Yorkshire Building Society
Other firms included in this report Barnsley Building Society
Chelsea Building Society
Chelsea Mortgage Services
Period covered 1 Jan 2011 - 30 Jun 2011

Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 January 2011 to 30 June 2011. 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 1,466 1,386 97.5% 49.1% 0.63 complaints per 1000 accounts
Home Finance 933 880 95.9% 43.4% 52 complaints per 1,000 accounts/
loans
General Insurance & Pure Protection 657 502 94.8% 5.8% 47 complaints per £1m income
Life, Pensions and Decumulation 147 116 57.8% 11.2% N/A
Investments 69 64 98.4% 62.5% 3.4 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

Complaints are very important to us even though they represent a very small number in relation to our total customer base. We endeavour to deal with these as quickly and fairly as possible and we have developed our process for handling complaints with the customer at its heart. If you have any reason to complain, please contact us and we will do our utmost to resolve the matter with you.

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.

The Yorkshire Group has achieved another successful result for the first half of 2011 by being the best amongst all Building Societies and Retail Banks. This result shows that the Ombudsman agrees with our decisions on complaint handling and fairness for the customer in almost 9 out of every 10 cases.

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