We are currently experiencing a high volume of calls and webchats to our call centre Skipton Direct. This may mean you're waiting longer than usual. Please only contact us if your query is urgent.
If you'd like some information, or have a question for us then get in touch in whatever way suits you best.
You can speak to a member of our team via web chat.
Whether it’s a savings review, mortgage or financial advice appointment, you can speak to us from the comfort of your own home (or anywhere else that suits you), with our video appointment service, Skipton Link.
Organising your finances has never been more convenient.
Call to book your video appointment:
Financial Advice - 0345 607 9730
Mortgages - 0345 607 9840
Savings Review- 0345 607 9839
You can contact us on social media, our social media team are active on Facebook and Twitter
If you are registered for Skipton Online, you can use our secure message facility to ask us account specific questions.
If you would prefer for us to phone you, you can request a call back and we will aim to call you back within three hours (business hours only).
Our 0345 numbers are charged at your standard network rate.
Unless otherwise specified lines are open:
If you'd like to visit or contact your local branch please use our branch finder.
If you would like to write to us, our postal address is:
If you haven't received the service you expected or something has gone wrong, please let us know. Use the 'Make a complaint' link at the top of this page. This will take you to our formal complaints process.
Have your say or contact our Chief Executive via our online form.
Use our quick, no-hassle form to give us feedback or contact our Chief Executive.
It's important for us to understand what you think and how you feel about the services we offer. Giving us honest feedback which helps us to develop and improve our services.
Let us know if something has gone wrong.
Use our quick, no-hassle form
Call us on our general enquiry number 0345 850 1700
Customer RelationsSkipton Building SocietyPrincipal OfficeThe BaileySkiptonNorth YorkshireBD23 1DN
Visit our Mortgage Payment Protection page for more information about the deadline.
We do our best to give you a very high standard of service and we make every effort to settle complaints quickly and fairly. If we don't meet your expectations, you can make a complaint. We follow an internal complaints procedure to resolve it. This has been designed to meet the requirements of the Financial Conduct Authority and the Financial Ombudsman Service (FOS).
Sometimes we need more time to look into your complaint.
These are any complaints in relation to a failure to execute or provide information on an electronic payment into or out of a Skipton Savings account.
If your complaint is in relation to a Payment Service a different process will apply, we'll still try to resolve your complaint within three working days of receiving it and if we do that we'll send you a written summary of resolution which will confirm your complaint has been resolved, just like for other complaints.
If we can't resolve it within three working days we'll send a response within 15 business days of the initial receipt of your complaint.
In exceptional circumstances we may take up to 35 business days. If our response will take longer than 15 business days, we will write to you and let you know.
We will still inform you that you can take your complaint to the FOS if you're not satisfied with the outcome. You can also take your complaint to FOS if we can't give you a response in 15 business days (or 35 business days in exceptional circumstances).
The FOS is a free and independent service for consumers. You should refer the matter as soon as possible after our final response, but within six months of the date of our final response. Please note, there are certain types of complaint the FOS can't investigate or rule upon. You might want to contact the FOS to discuss your complaint with them before taking it any further.
Whilst you can refer your complaint to the FOS at anytime, they'll need our consent to investigate complaints where:
Contact details of the FOS are
The Financial Ombudsman ServiceExchange TowerLondonE14 9SR0800 023 4567financial-ombudsman.org.uk
For products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) who can put you in touch with the right body to help resolve your complaint.
As we're a UK building society, the ODR will still refer you to the FOS as the alternative dispute resolution body. The FOS will refer you back to our complaints process unless you've already been through this. So you might prefer to go straight to the FOS after you've been through our complaints process.
If you decide to use the ODR platform, please use the email address firstname.lastname@example.org as our point of contact when you complete the online form.
We experience relatively low levels of complaints – a very small number in proportion to overall business levels – with good levels of resolution. Complaints to Skipton are reported to the Financial Conduct Authority (FCA) and published every six months. Below are details from our most recent reporting period.
Firm Name: Skipton Building Society
Period Covered in this return: 01 January 2020 – 30 June 2020
Brands/trading names covered: Skipton Building Society and NAHT Personal Financial Services and Skipton Invest Direct.
Skipton Building Society did not offer all of the above products during the reporting period.
The small number of complaints we deal with provide important feedback, which allows us to improve our products and services for all customers. You're always welcome to share your opinions, even if you don't have a complaint to make, we value your feedback.
Skipton Building Society is authorised to hold client money under its regulated permissions, although we do not hold client money in practice, in the course of our normal business activities. Any cheques in relation to investment business must be made payable to the product provider, unless the payment relates to the settlement of our adviser charge.
Any monies owed to you in relation to business we have transacted will be refunded to you, and will be held by the Society in its capacity as banker (rather than as a trustee under the client money rules of the Financial Conduct Authority (FCA)) until they are paid to you. All such monies will be paid to you promptly via BACS transfer (for which we will need your bank account details – bank, sort code and account number), no later than 10 business days after we identify this money as being due to you.
In the event that Skipton Building Society is unable to meet its obligation to repay such monies to you, the FCA’s Client Money Rules will not apply to these sums and you will not be entitled to benefit from this protection. You will, however, be protected under the Society’s regulatory obligation to adequately protect our customers’ assets.
We may also hold documents of title on your behalf. Where this is the case we will not hold these documents for longer than is necessary and these will be stored in a secure location for safekeeping.
*To help maintain service and quality, some telephone calls may be recorded and monitored.
Site intended for UK residents only. Skipton Building Society is a member of the Building Societies Association. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, under registration number 153706, for accepting deposits, advising on and arranging mortgages and providing Restricted financial advice. Principal Office, The Bailey, Skipton, North Yorkshire, BD23 1DN.