Mortgage Advice: Skipton's Complaint Process

Securing a mortgage is a significant financial undertaking, and while Skipton Building Society aims for exemplary service, it's understandable that sometimes issues can arise. Whether it's a misunderstanding, a delay, or a service that hasn't met your expectations, knowing how to navigate their complaint process is crucial. This article will guide you through the steps involved when something has gone wrong with your Skipton mortgage, outlining the procedures, timelines, and the avenues available for resolution, including the vital role of the Financial Ombudsman Service (FOS).

Making a Complaint to Skipton

Should you find yourself in a situation where you need to make a complaint, Skipton provides a clear and accessible complaints form. This is your first port of call. The form is designed to gather essential information, ensuring that your concerns are understood efficiently. You'll be asked to provide details about yourself, the nature of your complaint, and your preferred method of contact for follow-up discussions. This structured approach helps Skipton to address your specific issues promptly and effectively.

What Happens After You Complain?

Skipton Building Society is committed to maintaining a high standard of service and prioritises the swift and fair resolution of complaints. Their internal complaints procedure is designed to meet the stringent requirements set by both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS). This ensures that their process is robust, transparent, and fair to all customers.

Initial Resolution Attempts

Upon receiving your complaint, Skipton will endeavour to resolve it within three business days. If they are successful in achieving a resolution within this timeframe, you will receive a written summary. This document will confirm that your complaint has been resolved and will also serve as a reminder of your right to escalate the matter to the FOS if you remain dissatisfied with the outcome.

Extended Resolution Timelines

In some instances, a complaint may require a more in-depth investigation, meaning it cannot be resolved within the initial three business days. If this is the case, Skipton will send you a written acknowledgement letter no later than five business days after they received notification of your complaint. This acknowledgement confirms that your complaint is being looked into and provides an estimated timeline.

A customer relations consultant may contact you during this period if further information is needed to fully investigate and resolve your complaint. Skipton aims to resolve these more complex issues within four weeks. If it becomes apparent that it will take longer than this, they will proactively inform you of the revised timeline.

Final Response and Escalation Rights

Ultimately, Skipton is required to provide a final response to your complaint within eight weeks of the initial receipt. This final response letter will clearly outline their findings and decision. Crucially, it will also reiterate your right to refer your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with the outcome presented in their letter.

In the unlikely event that Skipton cannot provide a response within the stipulated eight-week period, you are entitled to refer your complaint directly to the FOS. This is a critical safeguard to ensure that customers are not left without recourse.

Payment Services Complaints: A Specific Process

Complaints related to Payment Services, which encompass failures in executing or providing information on electronic payments into or out of a Skipton Savings account, follow a slightly different, albeit similar, process. Skipton will still aim to resolve these complaints within three business days. If successful, you will receive a written summary of the resolution, just as with other complaint types.

Extended Timelines for Payment Services

If a Payment Services complaint cannot be resolved within three business days, Skipton will issue a response within 15 business days of the initial receipt of the complaint. In exceptional circumstances, this timeframe may extend up to 35 business days. If the response is expected to take longer than 15 business days, Skipton will inform you in writing.

Throughout this process, you will be reminded of your right to take your complaint to the FOS if you are unhappy with the outcome. Furthermore, you can approach the FOS if Skipton fails to provide a response within the 15 business day period (or 35 business days in exceptional circumstances).

The Role of the Financial Ombudsman Service (FOS)

The Financial Ombudsman Service (FOS) is a free and independent service established to help resolve disputes between consumers and financial businesses. They are a vital resource for customers who have exhausted a firm's internal complaints procedure or are dissatisfied with the outcome.

When to Contact the FOS

You should aim to refer your complaint to the FOS as soon as possible after receiving Skipton's final response, but you must do so within six months of the date of that final response. It's worth noting that the FOS cannot investigate or rule upon certain types of complaints, so it might be beneficial to contact them to discuss your specific situation before formally escalating it.

FOS Consent for Early Referral

While you can refer your complaint to the FOS at any time, they typically require the consent of the firm (in this case, Skipton) to investigate complaints under specific circumstances. These include:

• When Skipton has not yet had a reasonable opportunity to put things right.
• When Skipton has not exceeded the eight-week investigation timescale and has not yet issued their final response letter.
• For Payment Services complaints, when Skipton has not exceeded the 15 business day timescale (or 35 business days in exceptional circumstances) and has not yet issued their final response letter.

This requirement ensures that firms are given a fair chance to resolve issues internally before external intervention.

FOS Contact Information

If you need to contact the FOS, their details are as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567
https://www.financial-ombudsman.org.uk/

Key Takeaways for Mortgage Complaints

Navigating a complaint, especially concerning a mortgage, can feel daunting. However, by understanding the process, you can ensure your concerns are heard and addressed appropriately. Skipton's commitment to resolving issues internally, coupled with the independent oversight of the FOS, provides a clear pathway for customers seeking resolution. Remember to keep all correspondence, note down dates and times of conversations, and clearly articulate the issues you have encountered. Knowing your rights and the established procedures empowers you to seek a fair outcome.

Frequently Asked Questions (FAQs)

Q1: How long does Skipton have to resolve my complaint?

For most complaints, Skipton aims to resolve them within three business days. If more time is needed, they will acknowledge it in writing and aim for a resolution within four weeks, with a final response due within eight weeks.

Q2: What if my complaint is about a payment error on my Skipton account?

Payment Services complaints follow a similar process but have slightly different timelines. They aim for three business days, but if not resolved, a response is due within 15 business days, potentially extending to 35 in exceptional circumstances.

Q3: Can I go straight to the Financial Ombudsman Service?

Generally, you should allow Skipton to attempt to resolve your complaint first. You can only refer your complaint to the FOS before Skipton's final response if they have not responded within their specified timeframes (eight weeks for general complaints, 15/35 days for Payment Services) or if they agree to an early referral.

Q4: How long do I have to complain to the FOS after Skipton's final response?

You have six months from the date of Skipton's final response letter to refer your complaint to the FOS.

Q5: Is the Financial Ombudsman Service free?

Yes, the Financial Ombudsman Service is a free and independent service for consumers.