BackWe’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.
Need help?
If you need support with anything that’s not a complaint, please go to our Help and Contact page.
What happens when I make a complaint?
Step 1
You'll hear back from us within 5 working days
We might ask you for more information or for your permission to contact relevant third parties for more details.
Step 2
We'll then review your complaint
We aim to resolve complaints within 15 working days, but in some cases it could take up to 35 working days.
Step 3
We'll send you a final response or letter
This explains if we've managed to resolve your complaint.
How can I make a complaint?
Email us
You can send us an email with the details of your complaint to:
Call us
Our lines are open:
Monday - Friday: 8am - 6pm
Saturdays: 9am - 12pm
Sundays: Closed
Write to us
Our address:
Complaints Team
Leeds Building Society
26 Sovereign Street
Leeds, West Yorkshire
LS1 4BJ
Your local branch
Our branch staff are happy to discuss your complaint
If you're not happy with our response
The Financial Ombudsman Service (FOS) was set up as an independent public body to resolve individual disputes between customers and firms.
You’ll have six months from the date of the letter to refer your complaint to the Financial Ombudsman Service.
Address: Exchange Tower, Harbour Exchange Square, London E14 9SR
Website: www.financial-ombudsman.org.uk
Telephone: 08000 234 567
Complaints data
| 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 | 2.04 complaints per 1000 accounts | N/A | 2049 | 1947 | 64.92% | 34.98% | 61.22% | Errors/Not Following Instructions |
| Home Finance | 6.87 complaints per 1000 accounts | N/A | 1271 | 1271 | 51.46% | 48.47% | 58.06% | Errors/Not Following Instructions |
| Insurance & Pure Protection | N/A | 5.27 complaints per 1000 accounts | 5 | 4 | 75.00% | 25.00% | 25.00% | Other General Admin / Customer Service |
| 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 | N/A | 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.
| 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 | 2.04 complaints per 1000 accounts | N/A | 1951 | 2003 | 57.96% | 42.04% | 61.91% | Errors/Not Following Instructions |
| Home Finance | 6.87 complaints per 1000 accounts | N/A | 1334 | 1320 | 42.05% | 57.95% | 57.20% | Errors/Not Following Instructions |
| Insurance & Pure Protection | N/A | 26.17 complaints per 1000 accounts | 19 | 20 | 55.00% | 45.00% | 10.00% | Other General Admin / Customer Service |
| 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.