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We work hard to provide you with the best possible service. However, if at any time you think we haven’t met your expectation please let us know. We will try to do everything we can do to put things right.
To help with this, we have a complaints procedure that you can use to make us aware of any problems you’ve encountered. We’ll do our best to address things quickly and fairly.
Our complaints procedure meets the requirements of the Financial Conduct Authority and the Financial Ombudsman Service (FOS).
You can make a complaint in any of the following ways:
We will do everything we can to resolve your complaint as soon as we can.
For more complex issues we may need more time to investigate your concerns. If this is the case, we will:
If we can’t respond to you immediately, we will keep in contact with you to explain why that has not been possible and when we will be able to contact you again.
|Communication Type||When will I get this?||When will I get this?|
|Summary Resolution Letter||You will receive this letter if we have been able to resolve your complaint to your satisfaction 3 days following receiving your complaint.||This is a generic letter to let you know that your complaint has been resolved and will include information about the Financial Ombudsman Service (FOS)|
|Final Response Letter||If we have been unable to resolve your complaint to your satisfaction within 3 days we will send you our Final Response.||This is a personalised letter which will outline details around our investigation, decision and if applicable next steps|
Once our final response is made, if you have any concerns please do get back in touch. In the vast majority of cases we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, you will then have the option of contacting the Financial Ombudsman Service (FOS):
The Complaints publication reports show how many complaints Yorkshire Building Society received and dealt with during a reporting period.