Complaints data publication report

Firm Name: Leeds Building Society
Period Covered in this return: 1st January – 30th June 2020
Brands/trading names covered: Leeds Building Society

  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 0.75 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

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
  • Other investment products/funds.


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.