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Being here for you, to listen and give you the support you need is what matters to us the most. From our UK based call centre, to speaking to us in person or online, we give you the choice of how to get in touch.
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0345 850 1700
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Skipton Building SocietyPrincipal OfficeThe BaileySkiptonNorth YorkshireBD23 1DN
If you feel you were sold a MPPI policy that was not suitable for your needs or that the undisclosed commission is greater than 50% of the premium paid for MPPI we’d like to hear about it.
Visit our Mortgage Payment Protection page for more information including how to complain.
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.
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 TowerLondon0800 023 4567financialombudsman.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 email@example.com 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 2017 - 30 June 2017
Brands/trading names covered: Skipton Building Society, Amber Loan, Amber Personal Loan, Amberloan, Amberloan Protect and Skipton Personal Loan.
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
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.
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. You can get involved in different ways.
Unless otherwise specified lines are open:
Our 0345 numbers are charged at your standard network rate. If you would prefer for us to phone you, please request a call back and we will aim to call you back within three hours (business hours only).
You can contact us on social media, our social media team are active on Facebook and Twitter during the following times:
You'll receive email updates featuring the latest Skipton news, offers, competitions and new products and services. We'll only use this information to record your request for email updates.
Subscribe to email updates.
For information regarding your existing Mortgage Payment Protection policy with Skipton Building Society, including how to make a claim please visit our Insurance information pages.
If you feel you have been mis-sold any Payment Protection Insurance you have taken out with us, we'd like to hear about it.
Please visit our making an MPPI complaint information pages for further details.
When you contact us and provide the information we request, the Society becomes responsible for your data. We will use this in connection with your enquiry, feedback or complaint.
Where you have provided your email address we may also use this to contact you in relation to your communication. If you are an existing customer we will not use the information you provide in this form to update any information we currently hold about you unless you specifically request it.
We may keep this information so that we can provide a good service to you in relation to this communication and also so we can fulfil our legal responsibilities. It will not be used for marketing purposes unless you have already given your consent for us to do so. To help maintain service quality, some telephone calls may be recorded and monitored.
*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.