Complaints publication report 1st January 2024 to 30th June 2024 | YBS
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.
01/01/24 to 30/06/24
| First Name | Yorkshire Building Society |
|---|---|
| Other firms included in this report | Chelsea Building Society |
| Period covered | 01/01/24 to 30/06/24 |
Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 01/01/24 to 30/06/24
The figures below show 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.
- We have just over 3.4 million banking, savings and loan accounts and received 0.73 complaints in total for every 1000 accounts.
- We have just over 75,000 mortgage balances and receive 9.92 complaints for every 1000 mortgage balances.
- We have just under 48,000 policies across insurance and pure protection. Within this category we also report complaints for products we no longer sell namely Mortgage Payment and Protection (MPPI). We received 0.33 complaints per 1000 insurance and pure protection in force.
Our service offering to our customers is very important to us. We always do our best to deal with complaints quickly and fairly and whilst we don’t want customers to be dissatisfied with the service provided, we use the insight to enhance and improve our service proposition. If you have a complaint, please get in touch and we’ll do all we can to resolve the matter with you.
Archived Complaints Reports
Complaints Data
Complaints received and dealt with by Yorkshire Building Society from 01/01/24 to 30/06/24
| Number of complaints opened by Volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product/Service Grouping | Provision1 (at reporting period end date) | Intermediation2 (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Banking and credit cards | 0.73 | 2,491 | 2,623 | 30.5% | 67.5% | 74.1% | General Admin / Customer Service | |
| Home Finance | 9.92 | 746 | 785 | 23.4% | 67.0% | 61.3% | General Admin / Customer Service | |
| Insurance & Pure protection | 0.33 | 16 | 13 | 23.1% | 76.9% | 38.5% | General Admin / Customer Service | |
| Decumulation and Pensions | N/A | 2 | 1 | 0.0% | 100.0% | 0.0% | ||
| Investments | N/A | 4 | 3 | 33.3% | 66.7% | 33.3% | Advising, Selling and Arranging | |
| Credit Related | ||||||||
Key1 Provision - these are the number of complaints per 1000 active accounts or 1000 outstanding balances (Home Finance) as of 30th June 2024. | ||||||||
Of the cases reviewed by The Financial Ombudsman Service (FOS) during the period 1st July 2023 to 31st December 2023 FOS agreed with 70% of the complaint outcomes made by the Society.