Complaints data publication report

Firm Name: Leeds Building Society
Period Covered in this return: 1st July – 31st December, 2014
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 619 595 99.33% 21.34%
Home Finance 454 461 98.26% 52.06%
General insurance and pure protection 356 420 97.14% 10.71%
Decumulation, life and pensions 20 16 93.75% 12.50%
Investments 0 0 0 0%

For Banking, the 619 complaints equates to 0.80 complaints per 1,000 accounts.

For Home Finance, the 454 complaints equates to 4.23 complaints per 1,000 accounts.

The Society received 356 complaints about General Insurance (GI) and Pure Protection (PP), which equates to 6.12 complaints per 1,000 policies. Of these, 329 (92%) were in relation to the alleged mis-sale of Mortgage Payment Protection Insurance (MPPI) or Payment Protection Insurance (PPI), of which only 27 (8%) were upheld. Of the 329 MPPI/PPI complaints received, 131 (40%) were referred via Claims Management Companies, of which only 7 (5%) were upheld.

The 20 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 Conduct 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 a successful independent building society, providing excellent value through quality customer service, efficiency and competitive products".

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.