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Complaints form

Make a complaint

Please provide us with some details so that we can ensure you speak to the right person. We need to take your address so that we can identify you on our system and contact you about your complaint.

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Thank you, your online complaint form has been submitted successfully

If we need any further information we will call you during your preferred time.

What happens next

We follow an Internal Complaints Procedure that meets the standards set by the Financial Conduct Authority. 

We aim to resolve complaints quickly and fairly. We’ll try to resolve your complaint within 3 business days. If we do, we’ll send you a written summary confirming this and reminding you of your right to contact the Financial Ombudsman Service (FOS) if you’re unhappy with the outcome. 

If more time is needed:

  • We’ll acknowledge your complaint in writing within 5 business days.
  • We aim to respond within 4 weeks. If we need more time, we’ll let you know.
  • We’ll send a final response within 8 weeks. If we’re unable to meet this deadline, we’ll explain why and provide you with your right to refer your complaint to the FOS.

Payment Services complaints

If your complaint relates to an electronic payment in or out of a Skipton account:

  • We’ll try to resolve it within 3 business days.
  • If not, we’ll respond within 15 business days (or up to 35 business days in exceptional cases). We’ll keep you updated if more time is needed. 
  • If we can’t resolve your complaint within 15 working business days, we’ll explain why and will provide you with your rights to refer your complaint to the FOS.

Getting in touch

Our Customer Relations team is available Monday to Friday, 9am – 5pm. You can find more details in the ‘What happens next’ section on our Contact Us page.

How we use your information

When you contact us, we’ll use the information you provide to handle your enquiry, feedback, or complaint: 

  • If you give us your email address, we may use it to contact you about your complaint. We may need to write to you via post if the email address you’ve provided differs to the one we hold.
  • If you’re an existing customer, we won’t update your existing contact details unless you ask us to.
  • We may retain the contact details you provide us with to manage your complaint and meet our legal responsibilities.
  • Your information won’t be used for marketing unless you’ve already given us permission.

To help maintain service quality, some telephone calls may be recorded and monitored.

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