Complaints data publication report

Firm Name: Leeds Building Society
Period Covered in this return: 1st January – 30th June, 2015
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 975 925 99.67% 49.18%
Home Finance 557 519 98.26% 47.39%
General Insurance and Pure Protection 334 361 98.61% 13.85%
Decumulation, Life and Pensions 15 4 75.00% 0%
Investments 0 0 0% 0%
Credit Related 0 0 0% 0%

For Banking, the 975 complaints equates to 1.29 complaints per 1,000 accounts.

For Home Finance, the 557 complaints equates to 4.94 complaints per 1,000 accounts.

The Society received 334 complaints about General Insurance (GI) and Pure Protection (PP), which equates to 5.85 complaints per 1,000 policies. Of these, 301 (90%) were in relation to the alleged mis-sale of Mortgage Payment Protection Insurance (MPPI) or Payment Protection Insurance (PPI), of which only 39 (13%) were upheld. Of the 301 MPPI/PPI complaints received, 94 (31%) were referred via Claims Management Companies, of which only 7 (7%) were upheld.

The 15 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

Credit Related

This includes:

  • Hire purchase / conditional sale agreements
  • Home credit loan agreements
  • Bill of sale loan agreements e.g. logbook lending

Customer Service Commitment

The Society’s commitment to our customers is enshrined in our mission statement, which is "To help people to save and have the home they want. We will continually adapt to anticipate our members’ changing needs and by doing the things we do well, we will help our members get on with life.”

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