Complaints data publication report

Firm Name: Leeds Building Society
Period Covered in this return: 1 July – 31 December, 2011
Brands/trading names covered: Leeds Building Society

  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks Closed complaints upheld by firm
Banking 157 185 98% 52%
Home Finance 202 201 99% 37%
General insurance and pure protection 377 365 99% 13%
Decumulation, life and pensions 7 13 38% 15%
Investments 0 0 0% -

For Banking, the 157 complaints equates to 0.2 complaints per 1,000 accounts.

For Home Finance, the 202 complaints equates to 2.4 complaints per 1,000 accounts.

We received 377 complaints about General Insurance and Pure Protection, which equates to 5.7 complaints per 1,000 policies. Of these, 321 were in relation to the alleged mis-sale of Mortgage Payment Protection Insurance (MPPI), of which only 24 (7%) were upheld.

The 7 complaints under Decumulation, Life and Pensions relate to historic endowment policies, the investigation for which takes longer than other complaints, due to information being required from external third parties. As the Society stopped selling endowments in March, 1988, it does not have a relevant metric for comparison.

Please note: The above table reflects the standard format prescribed by the Financial Services Authority (the predecessor regulator to the Financial Conduct Authority and the Prudential Regulation Authority) for reporting complaints performance in the various product areas.

Which products fall into the above categories?


This includes:

  • Current accounts;
  • Credit cards;
  • Unregulated loans
  • Savings (including ISAs); and
  • Other banking.

Home Finance

This includes:

  • Mortgages, including buy-to-let, equity release and loans to people with impaired credit histories; and
  • Other regulated home finance products

General Insurance and Pure Protection

This includes:

  • Payment Protection Insurance;
  • General insurance (such as household and buildings and contents);
  • Critical illness; and
  • Other pure protection

Decumulation, Life and Pensions

This includes:

  • Personal pensions and FSAVCs;
  • Investment linked annuities;
  • Income drawdown products;
  • Endowments; and
  • Other decumulation, life and pensions


This includes:

  • Investment bonds;
  • PEPs/ISAs (excluding cash ISAs);
  • Investment trusts;
  • Unit trusts/OEICs;
  • Structured products; and
  • Other investment products/funds

Customer Service Commitment

The Society’s commitment to our customers is enshrined in our mission statement, which is “To be Britain’s most successful Building Society by 2022”.

As an independent mutual, our members are also our customers and we work hard to ensure they receive the products and service that meet their needs. In the latest independent customer survey, 95%* of our members said that they would be happy to recommend us to their friends or family. However, should a customer feel that their interaction with the Society has fallen short of their expectations, we will always investigate and resolve any issue as quickly and efficiently as possible.

* Customer telephone survey results Oct - Dec 2011