We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations.
This easy to use guide is designed to help you make us aware of your views so we can address your concerns. To ensure your maximum protection our complaints process has been designed to meet the requirements of the Financial Services Authority and the Financial Ombudsman Service.
1. We Can Help
Your initial concerns should be addressed to:
Customer Relations Team
Skipton Building Society
The Bailey
Skipton
North Yorkshire
BD23 1DN
If you prefer you may telephone our Customer Service team on 0845 850 17 00* or you can visit any one of our branches. Alternatively, you may forward details of your complaint via our form on this website.
- We will send you a written acknowledgement within five working days of receiving your complaint.
- Your concerns will be fully investigated by a Customer Relations Officer within the Customer Relations team and a detailed response issued within four weeks of receiving your complaint.
- If we do not hear from you further within eight weeks we will assume our response has addressed the matter and close our file.
- Should you have any concerns in the meantime please contact our Customer Service team on 0845 850 17 00*.
2. Still unhappy?
- After receiving our response, if you feel your complaint has not been fully or fairly addressed please let us know and we will pass your comments to our Customer Relations Manager.
- Your letter will be acknowledged within five working days of receipt.
- A final response will be issued within eight weeks of the initial receipt of your complaint or we will explain why we are not in a position to make a final response. Understandably, the process may take longer than eight weeks if you are unable to reply promptly to our earlier correspondence.
- In the unlikely event that no response is provided by us within the eight week period you are entitled to refer your complaint to the Ombudsman.
3. What happens next?
We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied, following the completion of our review, you have the option to refer the matter to the Financial Ombudsman Service at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
- You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within 6 months of the date of our final response.
Please note
You will need to complete our Internal Complaints Procedure before you can refer your concerns to the Ombudsman.
There are certain types of complaint which are outside the Ombudsman's jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0845 080 1800 to discuss your complaint. You can also visit their website at www.financial-ombudsman.org.uk for more information,or e-mail them at complaint.info@financial-ombudsman.org.uk.