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?


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?

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  • Fill in our online form
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  • Call us on 03450 502 252
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  • 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
Telephone: 0800 023 4567 Fax: 020 7964 1001