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Complaints publication report

1 January, 2013 - 30 June, 2013

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 2013 - 30 Jun 2013

Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 January to 30 June 2013. The comparative figures 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.

  No. of new complaints opened No. of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld (%) by YBS
Banking 2,228 2,231 98.6% 28.1%
Home Finance 1,273 1,168 97.9% 33.5%
General Insurance & Pure Protection 3,346 3,822 99.3% 8.8%
Life, Pensions and Decumulation 129 132 86.4% 14.4%
Investments 94 93 100% 32.3%

To put the above figures into context:

  • We have over 3.74 million savings accounts and over 103,000 current accounts.
    We received 0.36 complaints for every 1000 savings accounts and 8.56 complaints for every 1000 current accounts.
  • Of the 261,001 mortgage accounts, we received 4.88 complaints for every 1000 mortgages.
  • We received 23.4 general insurance and pure life protection complaints for every 1000 policies. This figure remains high due to the numbers of payment protection insurance complaints still being received by the Society.

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 theFinancial Ombudsman Service publication of complaints data.

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