We aim to provide a high quality service to customers at all times. Unfortunately though, mistakes and misunderstandings do occur, and when this happens, we’ll do our best to resolve any issues 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’re still not satisfied, the branch or department will refer your complaint to the Customer Resolution Team who will progress the complaint through the Society’s complaints procedure.
You may also contact the Customer Resolution Team directly at: Customer Resolution Team, Leeds Building Society, 105 Albion Street, Leeds LS1 5AS
We will acknowledge your complaint within 5 working days following receipt.
During our investigation we may ask you to provide information and your authority to contact relevant third parties for more details.
We’ll aim to issue you with our final response within 15 working days, or 35 working days in exceptional circumstances. We promise to handle your complaint, avoid using jargon and ensure we clearly explain the reason for our final decision.
Time limits for handling complaints
If we’ve been unable to complete our investigation within 15 working days, we’ll send you a letter explaining why we’re still not in a position to resolve your complaint and that our deadline to send you a full reply is 35 working days.
Within 35 working days of receiving your complaint we’ll either send you a final response or a further letter explaining why we are still not in a position to resolve your complaint. In our response we’ll also advise you how you may refer your complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with our final response and/or the time we have taken to resolve your complaint.
Financial Ombudsman Service
We’ll send you a copy of the FOS’s explanatory leaflet with our final response or within 35 working days of receiving your complaint. Our final response will advise you that if you are dissatisfied with the outcome, you may refer your complaint to the FOS. You must do this within 6 months from the date of this letter.
The FOS was set up as an independent public body to resolve individual disputes between customers and firms.Their address is: Exchange Tower, Harbour Exchange Square, London E14 9SR.
For your information, your calls are recorded for training and monitoring purposes.
Some complaints may have to be referred to other Mediation Schemes. The Compliance Department will advise you if this is the case.
The European Commission also provides an Online Dispute Resolution (ODR) platform for goods and services bought online. This allows customers to submit their complaint through a central site, and the complaint is forwarded to the right Alternative Dispute Resolution (ADR) scheme. For more information about ODR, please visit: https://ec.europa.eu/consumers/odr. The ADR scheme for Leeds Building Society is the FOS and you therefore may choose to use the ODR platform to refer your complaint or you can write to FOS directly.
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.