YBS publish complaint figures h2 2017

The latest figures from Yorkshire Building Society show its continued focus to keep complaints low as it seeks to give customers the best possible service.

Data for the second half of 2017 shows that an average of 1.92 complaints were raised per 1,000 savings accounts and 12.23 complaints per 1,000 mortgage accounts.

Complaints linked to Home Finance (Mortgages) have fallen by 17% year-on-year and combined with our most recent Group Net Promoter Score of +41 compared to the market average of +3 demonstrates the ongoing improvements we are making to the mortgage journey.      

Sarah Jackson, Director of Customer Services at Yorkshire Building Society, said:

Every complaint is important to us, but we understand there may be occasions where customers are unhappy with their experience and where we get things wrong, we aim to put them right in a quick and efficient way.

We continue to work hard at improving the service that we provide, learning from the complaints we receive to tackle their root cause and improve the experience for new and existing customers as we continue with our aim of being simply brilliant at mortgages and savings.

Customers who are unhappy with a decision regarding a complaint investigated by financial services organisations can refer the issue to the Financial Ombudsman.

The Ombudsman publishes data about upheld complaints twice a year. Its latest figures, up to the end of June 2017, show it agreed with the Yorkshire’s decision in 88% of cases referred to it, well above the industry average of 64%, which should give consumers confidence in the way we handle complaints we receive.

View the complaints report


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