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Complaints publication report

1 January 2015 - 30 June 2015

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 2015 - 30 June 2015

Below is a table showing how many complaints Yorkshire Building Society received and dealt with from January 2015 to 30 June 2015. 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 and Credit cards 4701 4861 91.4% 37.6%
Home Finance 3106 3103 79.4% 50.0%
General Insurance & Pure Protection 2891 2881 85.4% 12.2%
Life, Pensions and Decumulation 83 62 69.4% 24.2%
Investments 343 472 78.8% 20.1%



To put the above figures into context:

  • We have nearly 3.2 million Banking and loan accounts. We received 1.48 complaints for every 1000 accounts.
  • We have over 186,000 mortgage accounts. We received 16.7 complaints for every 1000 accounts.
  • We received 86 general insurance and pure protection complaints for every £1 million of gross annual premiums.
  • We received 3.19 life and pension complaints for every 1000 policy holders.
  • We received 639 investment complaints for every £1 million of gross annual premiums.

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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