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Complaints publication report

1 January 2014 – 30 June 2014

Firm Name Yorkshire Building Society
Other firms included in this report

Norwich & Peterborough Building Society
Chelsea Building Society
Barnsley Building Society
Chelsea Mortgage Services

Period covered 1 January 2014 – 30 June 2014

Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 January to 30 June 2014. 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 complaints opened No. of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld (%) by YBS
Banking 4025 3790 63.8% 23.5%
Home Finance 2425 1968 40.5% 43.0%
General Insurance & Pure Protection 2267 1972 95.1% 8.4%
Life, Pensions and Decumulation 147 133 84.2% 16.5%
Investments 239 169 92.3% 16.6%


To put the above figures into context:

  • We have over 3.7 million banking and loan accounts. We received 1.09 complaints for every 1000 accounts.
  • We have nearly 192,000 mortgage accounts. We received 12.63 complaints for every 1000 mortgages.
  • We received 62.2 general insurance and pure protection complaints for every £1m of annual gross premium income.
  • We received 4.53 life and pensions complaints for every 1000 policyholders.
  • We received 171 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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