We aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations. This easy to use guide is designed to help you make us aware of your views so we can address your concerns. To ensure your maximum protection our complaints procedure has been designed to meet the requirements of the Financial Services Authority and the Financial Ombudsman Service.
1. We Can Help
Your concerns should be addressed to:
Customer Relations Team
Skipton Building Society
The Bailey
Skipton
North Yorkshire
BD23 1DN
If you prefer you may telephone our Customer Service team on 0845 850 17 00* or visit your local branch. Alternatively, you may forward details of your complaint via our form on this website.
A written acknowledgement will be issued promptly, and in any event not later than five working days of receiving your complaint.
Your concerns will be fully investigated by a Customer Relations Officer within the Customer Relations Team and a detailed response issued. We aim to issue this detailed response within four weeks. However, if it takes longer we will let you know.
Should you have any concerns in the meantime please contact our Customer Service helpline on 08458 501700*.
2. What Happens Next?
We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied, following the completion of our review, you have the option to refer the matter to the Financial Ombudsman Service at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
You should refer the matter to the Ombudsman as soon as possible after our final response, but this must be within 6 months of the date of our final response.
Please note
You will need to complete our Internal Complaints Procedure before you can refer your concerns to the Ombudsman. There are certain types of complaint which are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to call them on 08450 801800 to discuss your complaint. You can also visit their website on www.financial-ombudsman.org.uk for more information.
Principal Office:
The Bailey, North Yorkshire, BD23 1DN
Telephone:08458 501700*
Skipton.co.uk