Complaints publication report
1st July 2017 to 31st December 2017
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| Firm Name | Yorkshire Building Society |
|---|---|
| Other firms included in this report |
Chelsea Building Society |
| Period covered | 1 July 2017 to 31 December 2017 |
Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 July 2017 to 31 December 2017.
The figures below 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.
- We have over 3.17 million banking, savings and loan accounts and received 1.92 complaints in total for every 1000 accounts.
- We have over 144,000 mortgage balances and receive 12.23 complaints for every 1000 mortgage balances.
- We have over 111, 000 policies across insurance and pure protection. Within this category we also report complaints for products we no longer sell namely Mortgage Payment and Protection (MPPI) and received 68.41 complaints per 1000 insurance and pure protection in force. 98% of these insurance and pure protection complaints were MPPI complaints.
Complaints are very important to us. We use complaints to understand where our customers aren’t happy with our service so we can make improvements. We always do our best to deal with complaints as quickly and fairly as possible. Our complaints process has been designed with customers at its heart. If you have a complaint, please get in touch and we’ll do all we can to resolve the matter with you.
Complaints data
Complaints received and dealt with by Yorkshire Building Society from 1st July 2017 to 31st December 2017.
| Number of complaints opened by Volume of business | ||||||||
| Product/Service Grouping | Provision (at reporting period end date) | intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Banking and credit cards | 1.92 | 6099 | 6262 | 69.96% | 29.53% | 61.9% | General Admin / Customer Service | |
| Home Finance | 12.23 | 1765 | 1885 | 44.08% | 53.05% | 69.2% | General Admin / Customer Service | |
| Insurance & Pure protection | 68.41 | 7662 | 7468 | 18.55% | 57.62% | 23.8% | Advising, Selling and Arranging | |
| Decumulation and Pensions | N/A | 1 | 1 | 0.00% | 0.00% | 100.0% | Advising, Selling and Arranging | |
| Investments | N/A | 102 | 105 | 16.19% | 62.86% | 24.8% | Advising, Selling and Arranging | |
| Credit Related | N/A | |||||||
Key
- Provision - these are the number of complaints per 1000 active accounts or 1000 outstanding balances (Home Finance) as of 31st December 2017
- Intermediation - Number of sales in the period 1st July 2017 - 31st December 2017.
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