Complaints Publication Report

1^st July 2017 to 31^st December 2017

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Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1^st July 2017 to 31^st 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.