Complaints Procedure

We aim to provide your client with the highest standards of service. However, there may be occasions when our service falls short of their expectations. We have outlined the process that takes place in this instance.

The steps below are designed to help your client make us aware of their views so we can address their concerns. Our complaints procedure has been designed to meet the requirements of the Financial Conduct Authority and the Financial Ombudsman Service.

Raise concerns

Your client should first raise their concern with us - there are a number of ways to do this:

Write to us

Your client can raise their complaint in writing and send to us at:

Customer Relations Team
Skipton Building Society
The Bailey
Skipton
North Yorkshire
BD23 1DN

Submit online

Your client can submit their complaint online by using our secure complaint form.

Call us

Your client can telephone our Customer Service team on 0345 850 1700*.

Visit us

Your client can visit their local Skipton branch to inform them of their complaint. Use our Branch Finder to access details of all of our branches.

What happens next?

  • We will try to resolve your client’s complaint within three working days of receipt, if we are able to within this time period, we will issue them a written summary of the resolution. This will confirm that their complaint has been resolved and inform your client of the right to take their complaint to the Financial Ombudsman Service should they subsequently feel dissatisfied with the outcome.
  • If we are unable to resolve your client’s complaint within three working days, a written acknowledgement will be issued promptly and no later than five working days of receiving their complaint.
  • Your clients concerns will then be fully investigated by a Customer Relations Consultant within the Customer Relations Team who will contact your clients to address and resolve their complaint. We aim to resolve your client’s complaint within four weeks. However, if it takes longer we will let your clients know.

  • Your clients will receive a final response letter from us which will include their right to take their complaint to the Financial Ombudsman Service if they remain dissatisfied. A final response will be issued within eight weeks of the initial receipt of their complaint.

  • In the unlikely event that no response is provided by us within the eight week period your client is entitled to refer their complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free and independent service for consumers, and can be contacted at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567

www.financialombudsman.org.uk

Should you as the Intermediary wish to act on behalf of the client, or if our services have not met your expectations, please refer to our contact us page for the different ways you can contact us.