Treating Customers Fairly
Complaints
In the unlikely event that your client believes that they have not been treated fairly, initial concerns should be addressed to:
Customer Relations Team
Skipton Building Society
The Bailey
Skipton
North Yorkshire
BD23 1DN
If your clients prefers they may telephone our Customer Service team on 0845 850 1700 or can visit any one of our branches.
Complaints procedure
- We will send your client a written acknowledgement within five working days of receiving the complaint.
- Your clients concerns will be fully investigated by a Customer Relations Officer within the Customer Relations team and a detailed response issued within four weeks of receiving the complaint.
- If we do not hear from your client further within eight weeks we will assume our response has addressed the matter and close our file.
- We need written authority from your client to discuss any complaint with you.
- Any settlement made with the broker on the clients behalf is final.
If your complaint is not dealt with to your client’s satisfaction, they may then take it to the Financial Ombudsman. The Financial Ombudsman Service provides a free and independent service for consumers, and can be contacted at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Phone: 0845 080 1800
Should you as the Intermediary wish to act on behalf of the client, Skipton Building Society shall require written authority from the client. The settlement with the broker is final.
Treating Brokers Fairly
In these difficult market conditions Skipton Intermediaries are keen to build upon the strong relationships we have built with Mortgage Brokers and Independent Financial Advisers.
As a result we have introduced a range of products designed to provide solutions to your clients needs whilst providing essential income earning opportunities. For further details please contact your Local Business Development Manager.
Skipton Intermediaries provide free phone numbers for both our team of Business Development Managers and Mortgage Underwriters.
Call us free today on 0800 87 66 010.