Complaints publication report
1 July 2016 to 31 December 2016
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|Firm Name||Yorkshire Building Society|
|Other firms included in this report||
Chelsea Building Society
|Period covered||1 July 2016 to 31 December 2016|
Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 July 2016 to 31 December 2016.
Financial companies are now required to report all complaints received from customers. This is a different approach from previous reports, where those complaints that had been resolved by the end of the following business day were not reported. Therefore these figures are not directly comparable to previous publications.
The figures below show how these relate to the number of accounts in each grouping, to allow comparisons to be made with other financial organisations on a consistent basis.
Complaints are very important to us. We use complaints to understand where our customers aren’t happy with our service so we can make improvements. We always do our best to deal with complaints as quickly and fairly as possible. Our complaints process has been designed with customers at its heart. If you have a complaint, please get in touch and we’ll do all we can to resolve the matter with you.
|Number of complaints opened by Volume of business|
|Product/Service Grouping||Provision (at reporting period end date)||intermediation (within the reporting period)||Number of complaints opened||Number of complaints closed||Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||Percentage upheld||Main cause of complaints opened|
|Banking and credit cards||1.55||4725||4808||83.84%||14.95%||66.5%||General Admin / Customer Service|
|Home Finance||13.5||2126||2187||67.58%||31.28%||69.4%||General Admin / Customer Service|
|Insurance & Pure protection||409.06||3304||3275||38.02%||58.08%||22.5%||Advising, Selling and Arranging|
|Decumulation and Pensions||N/A||0||1||0.00%||0.00%||0.0%||N/A|
|Investments||N/A||158||180||44.44%||43.33%||43.9%||Advising, Selling and Arranging|
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