YBS publishes complaints figures h1 2018

23 August 2018

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 first half of 2018 shows that an average of 1.48 complaints were raised per 1,000 savings accounts and 13.49 complaints per 1,000 mortgage accounts.

Complaints linked to Home Finance (Mortgages) have fallen by 16% 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:

We hope our customers never have a reason to complain but if on occasion we do get things wrong, we aim to put things right, quickly and efficiently. We’re constantly looking at ways to improve and enhance our service and we proactively use complaints as an opportunity to learn what we need to do differently so that we meet or exceed our customers’ expectations.

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 December 2017, show it agreed with the Yorkshire’s decision in 92% of cases referred to it, well above the industry average of 66%, which should give consumers confidence in the way we handle complaints we receive.

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