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Complaints publication report

1 July 2013 - 31 December 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

Period covered 1 July 2013 - 31 December 2013

Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 July 2013 to 31 December 2013. 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 3,109 2,539 98.1% 31.3%
Home Finance 1,748 1,403 95.5% 44.3%
General Insurance & Pure Protection 2,141 2,199 99.8% 9.2%
Life, Pensions and Decumulation 134 130 96.9% 10.0%
Investments 99 101 95.1% 30.7%

To put the above figures into context:

  • We have over 3.76 million banking and loan accounts. We received 0.83 complaints for every 1000 accounts.
  • We have nearly 196,000 mortgage accounts, We received 8.92 complaints for every 1000 mortgages.
  • We received 56.5 general insurance and pure protection complaints for every £1m of annual gross premium income.
  • We received 3.94 life and pensions complaints for every 1000 policyholders.
  • We received 34 investment complaints for every £1m of annual gross premium income.

Complaints are very important to us as we continue to improve our processes based on feedback from our customers dissatisfaction. We endeavor 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.


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