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.
01/07/11 to 31/12/11
Yorkshire Building Society
Other firms included in this report
Barnsley Building Society Chelsea Building Society Chelsea Mortgage Services
01/07/11 to 31/12/11
Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 01/07/11 to 31/12/11
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.
The below figures include Complaints from Norwich & Peterborough Building Society (N&P) from 1st November 2011 and Egg Savings & Mortgages from 31st October 2011.
To put the figures into context:
We have 3.47 million savings accounts and received 0.84 complaints for every 1000 accounts.
Of the 344,486 mortgage accounts, we received 3.3 complaints for every 1000 mortgages.
We received 194.4 general insurance and pure life protection complaints for every £1m of annual income. This figure is higher than normal due to the unprecedented level of mortgage payment insurance complaints, largely due to speculative claims from Complaint Management Companies.
Our complaints regarding Life, Pensions and Decumulation relate to historic sales pre 2000. Since 2000, the Society has introduced customers to Legal & General for the appropriate Investment advice. The Chelsea introduces customers to Aviva.
For every £1m of Investment income, we received 10.6 complaints. The figures for Investments include complaints received by N&P which relate to Keydata. This was an investment product that N&P sold via its Financial Advice Service and which went into administration in 2009. Whilst both the Financial Services Compensation Scheme and N&P worked with the FSA to resolve the issue for affected customers, N&P also received a high number of complaints (approximately 800) from customers concerned that they had lost their investments.
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.