We want to make sure we are providing a good service to all of our customers, but occasionally we get it wrong. If we do, we want to hear from you so that we have the chance to improve.
Send us the details of your complaint, along with your account information, and how you would like us to put things right. We'll do our best to respond as quickly as possible. We won't charge you for raising a complaint.
Sending information by email is not a secure method of transferring information and confidentiality cannot be guaranteed. We will only respond to your email by email if you specifically request us to do so.
*Telephone & internet banking services may be temporarily unavailable during periods of routine maintenance.
The Financial Ombudsman Service is an independent organisation which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves.
If you are not satisfied with our response, or if we’ve been unable to resolve your complaint within eight weeks, (15 calendar days for payment related complaints) you can refer the matter to them.
You can contact them in writing at Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR, by telephone on 0800 023 4567 and via email at firstname.lastname@example.org
Further details can be found by visiting the FOS website at www.financial-ombudsman.org.uk
If your complaint is in relation to products or services purchased online from 15 February 2016 you can access the Online Dispute Resolution Platform (ODR Platform). Please note that as this platform will ultimately re-direct your complaint to the Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.
Yorkshire Bank operates under the legal entity of Clydesdale Bank PLC and all data submitted to the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) is done so on this basis. Customers of Yorkshire Bank benefit from consistent complaints handling as our Customer Assist team acts on behalf of both banks.