See how many complaints Yorkshire Building Society received and dealt over a six month period and 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.

01/01/11 to 30/06/11

Firm Name

Yorkshire Building Society
Other firms included in this report

Barnsley Building Society
Chelsea Building Society
Chelsea Mortgage Services
Period covered
01/01/11 to 30/06/11
Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 01/01/11 to 30/06/11  
 
The comparative figures show how these relate to the number of accounts or income in each grouping, to allow comparisons to be made with other financial organisations on a consistent basis.
 

Important information

  • †Complaints related to historic sales pre 2000. Since 2000 the society has introduced its customers to Legal & General for investment advice.
  • ‡The society acts as an intermediary for the provision of general insurance and protection and introduces our customers to Legal & General for investment advice.
  • *Increase from previous report due to speculative Mortgage Payment Insurance claims from complaint management companies.
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.
 

The Financial Ombudsman Service also publish complaint data regarding the number of complaints received and the proportion upheld by the Ombudsman for individual firms. Details can be found at the Financial Ombudsman Service - publication of complaints data .


Complaints Data

Complaints received and dealt with by Yorkshire Building Society from 01/01/11 to 30/06/11
Product/Service Grouping Number of complaints opened Number of complaints closed Complaints closed within 8 weeks Closed complaints upheld by YBS Comparative figure
Banking and credit cards 1466 1386 97.5% 49.1% 0.63 complaints per 1000 accounts
Home Finance 933 880 95.9% 43.4% 52 complaints per 1,000 accounts/loans
General Insurance & Pure protection‡ 657 502 94.8% 5.8% 47 complaints per £1m income
Life, Pensions and Decumulation 147 116 57.8% 11.2% N/A†
Investments‡ 69 64 98.4% 62.5% 3.4 complaints per £1m income