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To help deal with your complaint, we have a complaints procedure that you can use to make us aware of any problems you've encountered. We'll do our best to address things quickly and fairly.
Our complaints procedure meets the requirements of both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
If you're unhappy about the service you have received from us, please let us know by filling in our online complaints form.
It's often easier to discuss things face-to-face so, if you are able to visit your local branch.
Enter a town, city or postcode to find your nearest branch.
We will do everything we can to resolve your complaint as soon as we can.
For more complex issues we may need more time to investigate your concerns. If this is the case, we will :
If we can't respond to the issue within four weeks, we will contact you to explain why that has not been possible, and when we will contact you again.
Once our final response is made, if you have any concerns please do get back in touch. In the vast majority of cases we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, you will then have the option of contacting the Financial Ombudsman Service (FOS) at:
Financial Ombudsman Service
Tel: 0800 023 4567
We will send you a leaflet detailing the FOS complaints procedure with our response. If you remain dissatisfied, you have up to six months from the date of our response letter to refer your complaint to the FOS.
The European Commission provides an on-line dispute resolution (ODR) platform for goods and services bought online. This allows customers to submit their complaint through a central site and forwards it on to the right Alternative Dispute Resolution (ADR) scheme. For more information about ODR please visit http://ec.europa.eu/consumers/odr
The ADR scheme for Yorkshire Building Society is the Financial Ombudsman Service (FOS) and you can go to them directly as shown in the contact details above.
Because it's your Society, we're always pleased to listen to what you have to say about us. Your feedback helps us improve and often it's the simple things that make the difference. That's why we like to hear your view on any issue, no matter how small, if it can help us maintain high standards and ensure that you have a good experience whenever you deal with us.