Once we receive details of your concerns we will log the complaint on our system and send an acknowledgement. This will include a questionnaire, if you have not already provided one, so that we can gather as much information as possible about the sale of the policy.
We can then commence our investigation into your complaint. If we cannot issue a substantive response within four weeks we will let you know.
Once we have completed our investigation we will issue a full response to your complaint. This is called a ‘final response’ and will include details of the Financial Ombudsman Service. If you remain unhappy with our response you can refer your complaint to the Ombudsman for an independent review.
It is not necessarily the case the Ombudsman will come to a different decision than we have, though that is for the Ombudsman to decide. However, the Ombudsman publishes details of complaints it has investigated and the percentage where there has been a change in the decision. More detail can be found at: www.financial-ombudsman.org.uk.
Currently the Skipton Building Society Group has a change in outcome in only 7% of cases.