Although we aim to provide you with the highest standards of service, there may be occasions when our service does not meet your expectations.  This guide is intended to communicate the process we will follow should you feel the need to complain.  The procedure has been designed to meet the requirements of the Financial Services Authority (FSA) and the Financial Ombudsman Service (FOS).

Although we will deal with complaints made verbally, it is preferable that your complaint is put in writing and addressed to:

Compliance Department
Skipton Financial Services Ltd
The Bailey
Skipton
North Yorkshire
BD23 1XT

If you would like to discuss your complaint you may contact either your SFS Adviser or the Compliance Department direct at Head Office. 

• We will send you a written acknowledgement within five working days of receiving your complaint (whether made verbally or in writing).
• Your concerns will be fully investigated and a detailed response (‘decision letter’) issued within eight weeks of receiving your complaint.
• In order for a thorough investigation to be undertaken your complaint letter and details from your file will be sent to the selling adviser, who will be asked for a report.
• Should you have any concerns in the meantime you should contact the member of staff whose name appears on the acknowledgement letter.
• In the unlikely event that no response is provided by us within the eight week period you are entitled to refer your complaint to the Financial Ombudsman Service.

If you remain dissatisfied following our final decision letter, you have the option to refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

 

If the matter is to be referred to the Ombudsman you should do so as soon as possible after our final response and certainly within six months. Outside this time period the FOS has the discretion whether to review your complaint or not.

Please note

You should allow us to complete our Internal Complaints Procedure before you refer your concerns to the Ombudsman.

There are certain types of complaint which are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0845 080 1800 to discuss your complaint. You can also visit their website for more information

If you would like us to call you, just click here.

Alternatively call:
0800 137 832

To find out more about any of
the services we’ve mentioned
simply:

• Contact your SFS Financial Adviser
• Call a member of our Client
  Help Line on 0800 137 832
• Visit your local Skipton
  Building Society branch to
  arrange an appointment with
  an SFS Adviser

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