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?

1.

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.

2.

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.

3.

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.

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: Customer Resolution Team, Leeds Building Society, 105 Albion Street, Leeds LS1 5AS

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
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 Fax: 020 7964 1001

See our complaints data

View our 2020 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 0.87 complaints per 1000 accounts N/A 716 732 74.59% 25.14% 58.61% Other General Admin/ Customer Service
Home Finance  5.22 complaints per 1000 balances outstanding N/A 908 934 67.45% 32.23%  53.96% Errors/not following instructions
Insurance & Pure Protection  50.76 complaints per 1000 policies in force N/A 1327 1465 1.37% 92.35%  35.90% 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 14 13 23.08% 38.46%  0.00% Unclear Guidance/ Arrangement
Credit related N/A N/A 0 0 N/A N/A 0.00% N/A
Claims Management N/A N/A 0 0 N/A N/A 0.00% N/A
"2019/

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?

Banking

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

Investments

This includes:

Investment bonds;
PEPs/ISAs (excluding cash ISAs);
Investment trusts;
Unit trusts/OEICs;
Structured products; and
Other investment products/funds