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Complaints publication report

1 January, 2012 to 30 June, 2012

Firm Name Yorkshire Building Society
Other firms included in this report

Barnsley Building Society
Chelsea Building Society
Chelsea Mortgage Services
Norwich & Peterborough Building Society
Egg mortgage and savings

Period covered 1 Jan 2012 - 30 Jun 2012

Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 January 2012 to 30 June 2012. 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
Banking 2,298 2,372 99.3% 29.9%
Home Finance 1,235 1,261 97.3% 38.2%
General Insurance & Pure Protection 5,193 4,080 79.7% 5.8%
Life, Pensions and Decumulation 139 138 63.0% 13.8%
Investments 101 91 81.3% 39.6%

To put the above figures into context:

  • We have 3.86 million savings accounts and received 0.59 complaints for every 1000 accounts
  • Of the 206,351 mortgage accounts, we received 5.98 complaints for every 1000 mortgages
  • We received 654 general insurance and pure life protection complaints for every £1m of annual income. This figure is higher than normal due to the unprecedented level of mortgage payment insurance complaints, largely due to speculative claims from Complaint Management Companies
  • For every £1m of Investment income, we received 8.59 complaints

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.


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