Our complaints process

Our customers are our top priority, and we work hard to provide you with the best possible service. However, if at any time you think we haven’t met your expectations please let us know. We will try to do everything we can do to put things right.

To help with this, 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 Services Authority (FSA) and the Financial Ombudsman Service (FOS).

 Download a copy of our complaints process leaflet

Who to contact first

It's often easier to discuss things face-to-face so, if you are able to, call into your local branch. If that's not possible, you can:

• Call us on 0800 056 5252 or
• Email service_quality@ybs.co.uk or
• Write to
  Service Quality Dept
  Yorkshire House
  Yorkshire Drive
  Bradford
  BD5 8LJ

Alternatively, you may complete our online complaints form.

If your complaint cannot be resolved by the end of the next working day we will:

• Write to let you know we have received your complaint, and then
• Get the relevant Branch or Department to provide you with a response to the issues you’ve raised as soon as possible. Our complaints procedure allows us four weeks to do this, but we will do our best to get back to you within 14 days.
• 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.

What to do next

If you remain unhappy with our initial response, the matter will be referred for final consideration.

Once our final response is made, that is the end of our internal complaints procedure. 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:

South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Tel: 0845 080 1800

We will send you a leaflet detailing the FOS complaints procedure with our final response. If you remain dissatisfied, you have up to six months from the date of our final response letter to refer your complaint to the FOS.