Resolving problems

We’re sorry if something’s gone wrong and you want to make a complaint. We’ll work hard to understand the problem and put it right.

First of all, please contact the appropriate branch or department manager. Most problems can be resolved at this stage.

What happens when I make a complaint?

What happens if I make a complaint?

Once you’ve made your complaint, you’ll hear back from us within five working days. We might ask you for more information, or for your permission to contact relevant third parties for more details.

We’ll then review your complaint. We aim to resolve issues within 15 working days, but in some cases it could take up to 35 working days.

We’ll send you either a final response or a letter explaining why we’re still not able to resolve your complaint. We’ll also include a leaflet about the Financial Ombudsman Service (FOS). If you’re not happy with our final response, and/or the time we’ve taken to resolve your complaint, you’ll then have six months from the date of the letter to refer your complaint to the Financial Ombudsman Service.

Find out how we resolve problems in your area:

How can I make a complaint?

Fill in our online form

Make a complaint online

Call us on 03450 502 252

Write to us at: Complaints Team, Leeds Building Society, 26 Sovereign Street, Leeds, West Yorkshire, LS1 4BJ.

Or you can visit one of our branches. Find your nearest branch.

Financial Ombudsman Service (FOS)

The FOS was set up as an independent public body to resolve individual disputes between customers and firms.
Address: Exchange Tower, Harbour Exchange Square, London E14 9SR
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 Fax: 020 7964 1001

See our complaints data

Complaints data publication report January - June 2023

Product/service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaints opened
	Number of Complaints opened by volume of business
Banking and credit cards	1.66 complaints per 1000 accounts	N/A	1457	1489	56.48%	43.12%	63.13%	Errors/not following instructions
Home Finance	7.35 complaints per 1000 accounts	101.43 complaints per 1000 accounts	1340	1334	54.57%	44.83%	64.99%	Errors/not following instructions
Insurance & Pure Protection	0.26 complaints per 1000 accounts	8.51 complaints per 1000 accounts	4	5	20.00%	60.00%	20.00%	Unclear guidance / arrangement
Decumulation and Pensions	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Investments	N/A	N/A	1	1	0.00%	100.00%	0.00%	Other general admin/customer service
Credit related	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Claims Management	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A

Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.

Which products fall into the above categories?

Banking

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

Investments

This includes:

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

We aim to deliver service and products that meets the needs and expectations of our members. Sometimes mistakes and misunderstanding do occur, and should a customer ever feel we have not met their expectations we make every effort to ensure it is investigated fully and resolved as soon as possible.

Complaints data publication report July - December 2022

Product/service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaints opened
	Number of Complaints opened by volume of business
Banking and credit cards	2.13 complaints per 1000 accounts	N/A	1754	1710	63.68%	36.32%	57.01%	Errors/Not Following Instructions
Home Finance	7.45 complaints per 1000 accounts	N/A	1337	1299	52.24%	47.34%	63.74%	Errors/Not Following Instructions
Insurance & Pure Protection	3.91 complaints per 1000 accounts	16.45 complaints per 1000 accounts	8	8	37.5%	62.5%	25%	Unclear guidance / arrangement
Decumulation and Pensions	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Investments	N/A	N/A	1	1	100%	N/A	0%	Product Disclosure Information
Credit related	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Claims Management	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A

Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.

Which products fall into the above categories?

Banking

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

Investments

This includes:

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

Complaints data publication report January - June 2022

Product/service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaints opened
	Number of Complaints opened by volume of business
Banking and credit cards	1.45 complaints per 1000 accounts	N/A	1166	1155	75.84%	25.16%	68.66%	Errors/Not Following Instructions
Home Finance	6.83 complaints per 1000 accounts	N/A	1193	1185	52.61%	48.10%	61.94%	Errors/Not Following Instructions
Insurance & Pure Protection	0.37 complaints per 1000 accounts	N/A	6	7	57.14%	42.86%	14.29%	Unclear guidance / arrangement
Decumulation and Pensions	N/A	N/A	N/A	N/A	N/A	N/A	N/A	Unclear guidance / arrangement
Investments	N/A	N/A	1	1	0%	100%	N/A	N/A
Credit related	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Claims Management	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A

Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.

Which products fall into the above categories?

Banking

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

Investments

This includes:

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

We aim to deliver service and products that meets the needs and expectations of our members. Sometimes mistakes and misunderstanding do occur. If a customer ever feels we have not met their expectations we make every effort to ensure it is investigated fully and resolved as soon as possible.

Complaints data publication report July - December 2021

Product/service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaints opened
	Number of Complaints opened by volume of business
Banking and credit cards	0.80 complaints per 1000 accounts	N/A	620	610	72.46%	27.54%	58.69%	Errors/Not Following Instructions
Home Finance	4.66 complaints per 1000 accounts	N/A	858	848	51.42%	48.58%	60.85%	Errors/Not Following Instructions
Insurance & Pure Protection	0.57 complaints per 1000 accounts	N/A	13	12	50%	50%	42%	Unclear guidance / arrangement
Decumulation and Pensions	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Investments	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Credit related	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Claims Management	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A

Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.

Which products fall into the above categories?

Banking

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

Investments

This includes:

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

Complaints data publication report January - June 2021

Product/service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaints opened
	Number of Complaints opened by volume of business
Banking and credit cards	0.75 complaints per 1000 accounts	N/A	572	572	76.57%	23.25%	56.82%	Errors/Not Following Instructions
Home Finance	5.14 complaints per 1000 accounts	N/A	913	921	53.2%	46.58%	58.52%	Unclear guidance / arrangement
Insurance & Pure Protection	0.84 complaints per 1000 accounts	N/A	21	24	54.17%	41.67%	25%	Unclear guidance / arrangement
Decumulation and Pensions	N/A	N/A	0	0	N/A	N/A	N/A	N/A
Investments	N/A	N/A	1	1	100%	0%	0%	Unclear guidance / arrangement
Credit related	N/A	N/A	0	0	N/A	N/A	N/A	N/A
Claims Management	N/A	N/A	0	0	N/A	N/A	N/A	N/A

Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.

Which products fall into the above categories?

Banking

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

Investments

This includes:

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

Complaints data publication report July - December 2020

Number of Complaints opened by volume of business

Product/service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaints opened
Banking and credit cards	0.83 complaints per 1000 accounts	N/A	639	644	87.27%	12.73%	52.17%	Other general admin / customer service
Home Finance	5.11 complaints per 1000 accounts	N/A	891	890	68.88%	30.79%	56.18%	Unclear guidance / arrangement
Insurance & Pure Protection	1.00 complaints per 1000 accounts	N/A	26	32	56.25%	25.00%	12.50%	Unclear guidance / arrangement
Decumulation and Pensions	N/A	N/A	0	0	N/A	N/A	N/A	N/A
Investments	N/A	N/A	0	0	N/A	N/A	N/A	N/A
Credit related	N/A	N/A	0	0	N/A	N/A	N/A	N/A
Claims Management	N/A	N/A	0	0	N/A	N/A	N/A	N/A

Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.

Which products fall into the above categories?

Banking

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

Investments

This includes:

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

Complaints data publication report January - June 2020

Product/service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	% closed within 3 days	% closed after 3 days but within 8 weeks	% upheld	Main cause of complaints opened
	Number of Complaints opened by volume of business
Banking and credit cards	0.75 complaints per 1000 accounts	N/A	598	599	82.64%	17.36%	56.59%	Errors/not following instructions
Home Finance	4.59 complaints per 1000 balances outstanding	N/A	798	785	72.74%	27.26%	53.12%	Errors/not following instructions
Insurance & Pure Protection	1.17 complaints per 1000 policies in force	N/A	31	38	34.21%	44.74%	47.37%	Unclear guidance / arrangement
Decumulation and Pensions	N/A	N/A	0	0	0.00%	0.00%	0.00%	N/A
Investments	N/A	N/A	1	4	25.00%	25.00%	0.00%	Unclear guidance / arrangement
Credit related	N/A	N/A	0	0	0.00%	0.00%	0.00%	N/A
Claims Management	N/A	N/A	0	0	0.00%	0.00%	0.00%	N/A

Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.

Which products fall into the above categories?

Banking

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

Investments

This includes:

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