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Skipton Building SocietyPrincipal OfficeThe BaileySkiptonNorth YorkshireBD23 1DN
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:1 July 2016 - 31 December 2016
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.
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'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.
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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.