As in any organisation, unfortunately mistakes and misunderstandings do occur. If we get things wrong, we do our best to resolve any problems as quickly as possible. This guide outlines our procedure if you have a complaint with the service you have received from the Society.
You should contact the appropriate branch or department manager. Most problems can be resolved at this stage.
If you are still not satisfied, ask the branch or department manager to refer your complaint to the Customer Liaison Team who will progress the complaint through the Society’s Internal Complaints Procedure. You may also contact the Customer Liaison Team direct at the following address:
Customer Liaison Team, Leeds Building Society, 105 Albion Street, Leeds LS1 5AS
You can also refer your complaint online using our secure contact form by selecting the 'I wish to make a complaint' option.
We will acknowledge your complaint within 5 working days following receipt. We aim to resolve most complaints we receive within 10 working days. Where a complaint requires further investigation, we will keep you informed of the progress and we may contact you for some additional information.
During our investigation we may ask you to provide information and your authority to contact relevant third parties for more details.
We will issue you with our final response, advising you of how you may refer your complaint to the Financial Ombudsman Service if you are not satisfied with the outcome.
Time limits for handling complaints
Within 8 weeks of receiving your complaint we will send you either a final response or a further letter explaining why we are still not in the position to resolve your complaint. We will also advise you of how you may refer your complaint to the Financial Ombudsman Service if you are dissatisfied with our final response and/or the time we have taken to resolve your complaint.
Financial Ombudsman Service
We will send you a copy of the Financial Ombudsman Service’s explanatory leaflet with our final response or within 8 weeks of receiving your complaint, whichever the earlier. Our final response will advise you that if you are dissatisfied with the outcome you may refer your complaint to the Financial Ombudsman Service and must do so within 6 months from the date of our final response letter.
The Financial Ombudsman Service was set up as an independent public body to resolve individual disputes between customer and firms. Their address is:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE. Phone:0800 023 4567 Fax:020 7964 1001 or visit: www.financial-ombudsman.org.uk
Some complaints may have to be referred to other Mediation Schemes. The Compliance Department will advise you if this is the case.
If you require help in translation into English or would prefer to use this service you have the right to contact the On Line Dispute Resolution service offered by the European Union. ec.europa.eu/consumers/odr/
Please be aware that your complaint will ultimately be referred by this service to the Financial Ombudsman Service as detailed above.
Publication of complaints data
The Financial Conduct Authority require firms to publish information on how they handle complaints, to help people see how firms are performing in this important area and to raise complaint handling standards across the Financial Services industry.
Firms that received 500 or more complaints in a six-month period have to publish the following information twice a year:
- How many complaints they have opened and closed.
- The percentage closed within eight weeks.
- The percentage of complaints upheld.