We've redesigned our website to improve your experience. You may see some pages with the old design, until we’ve updated them all.
You can speak to a member of our team online - when web chat is available, you'll see the chat icon on the bottom right of the screen.
Are you registered for Skipton Online or do you have our mobile app? You can use our secure message facility to ask us questions about your account.
Once you're logged in Secure Messaging can be found within the main menu of Skipton Online, and in the help section of our app.
You can use our video appointment service, Skipton Link, to speak to us from the comfort of your own home (or anywhere else that suits you).
It’s easy to set up, and we offer support if you’re having any difficulties.
Call to book your video appointment:
Financial Advice
0345 607 9730
Mortgages
0345 607 9840
Savings
0345 607 9839
You can contact us on social media. Our social media team are active on Facebook and X:
Hours may vary on bank holidays.
| Monday - Friday | 8am - 8pm |
| Saturday - Sunday | 9am - 6pm |
If you're looking to open a new savings account or find out more about saving with Skipton, visit the savings section of our website.
Already a Skipton saver? If you have a question about your account, we’ve got the savings section of our website. You’ll find lots of information and support to help you manage your savings.
If you’re interested in financial advice on your long-term future, please visit the financial advice section of our website. You’ll find pages devoted to investing, pension and retirement planning, and inheritance tax planning.
Already a Skipton financial advice customer? Visit our Investment Login page to view your investments and for other help and support.
| Savings and investments | 0345 608 0783 |
| Lifetime ISA | 0345 608 0786 |
| Arranging a first financial advice review | 0800 731 5342 |
| Retirement | 0345 266 9375 |
| My Money Review | 0345 600 6857 |
| Existing financial advice customer – Premier Service Team Please note: Our Premier Service Team is available Monday - Friday 9am - 5pm. | 0800 085 0459 |
| SignVideo | Connect with us using our British Sign Language translation service. |
Hours may vary on bank holidays.
| Monday - Thursday | 8am - 6pm |
| Friday | 8am - 5:30pm |
| Saturday | 9am - Noon |
If you’re interested in taking a mortgage with Skipton, please visit the mortgage section of our website. You’ll find pages devoted to the different types of mortgages we offer.
Already a mortgage borrower with us and looking for help? Take a look at our dedicated page with information and support.
| New mortgages | 0345 607 9825 |
| Application updates | 0345 607 9825 |
| Additional Borrowing | 0345 607 9842 |
| Changing your mortgage | 0345 600 8085 |
| Payments & general enquiries | 0345 850 1711 |
| Payment difficulties | 0345 850 1766 |
| Solicitor enquiries | 0345 607 9848 |
| SignVideo | Connect with us using our British Sign Language translation service |
| Insurance enquiries | 0345 850 1777 |
If you think you might be victim of a scam attempt, call our Financial Crime Team or visit our fraud and security section of our website.
| 24/7 Fraud Response Team | 0345 850 0469 |
| Overseas enquiries | +44 (0) 175 670 5030 |
| Skipton International Ltd enquiries 8.30am – 5.30pm | +44 (0) 148 172 7374 |
| Press Office | 0345 601 7247 |
| Head Office | 01756 705 000 |
If you need a little extra assistance, we offer a range of accessibility support. Visit our Accessibility page to find out more.
Our 0345 numbers are charged at your standard network rate.
If you'd like to visit or contact your local branch, please use our branch finder.
If you would like to write to us, our postal address is:
Skipton Building Society
Principal Office
The Bailey
Skipton
North Yorkshire
BD23 1DN
If you need to contact or visit our Head Office, here’s our address and main phone number.
Skipton Building Society
Principal Office
The Bailey
Skipton
North Yorkshire
BD23 1DN
Tel: 01756 705000
Fax: 01756 705700
If you are due to visit our head office but are having any difficulties doing so, please contact the person you have arranged to meet.
If you're using sat nav to find us, use the postcode BD23 1AP.
If something has gone wrong and you want to make a complaint, use our complaints form. We’ll ask you for some details about yourself, what your complaint is about, and how you’d like us to contact you to discuss it.
We do our best to give you a very high standard of service and we make every effort to settle complaints quickly and fairly. If we don't meet your expectations, you can make a complaint. We follow an internal complaints procedure to resolve it. This has been designed to meet the requirements of the Financial Conduct Authority and the Financial Ombudsman Service (FOS).
Sometimes we need more time to look into your complaint.
These are any complaints in relation to a failure to execute or provide information on an electronic payment into or out of a Skipton Savings account.
If your complaint is in relation to a Payment Service a different process will apply, we'll still try to resolve your complaint within three business days of receiving it and if we do that we'll send you a written summary of resolution which will confirm your complaint has been resolved, just like for other complaints.
If we can't resolve it within three business days we'll send a response within 15 business days of the initial receipt of your complaint.
In exceptional circumstances we may take up to 35 business days. If our response will take longer than 15 business days, we will write to you and let you know.
We will still inform you that you can take your complaint to the FOS if you're not satisfied with the outcome. You can also take your complaint to FOS if we can't give you a response in 15 business days (or 35 business days in exceptional circumstances).
The FOS is a free and independent service for consumers. You should refer the matter as soon as possible after our final response, but within six months of the date of our final response. Please note, there are certain types of complaint the FOS can't investigate or rule upon. You might want to contact the FOS to discuss your complaint with them before taking it any further.
Whilst you can refer your complaint to the FOS at anytime, they'll need our consent to investigate complaints where:
Contact details of the FOS are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567
https://www.financial-ombudsman.org.uk/
Have your say or contact our Chief Executive using our online form.
If you’re a member, you can have your say on the way we do things.
Join our Member panel.
When you contact us and provide the information we request, the Society becomes responsible for your data. We will use this in connection with your enquiry, feedback or complaint.
Where you have provided your email address, we may also use this to contact you in relation to your communication.
If you are an existing customer, we will not use the information you provide in this form to update any information we currently hold about you unless you specifically request it.
We may keep this information so that we can provide a good service to you in relation to this communication and so we can fulfil our legal responsibilities. It will not be used for marketing purposes unless you have already given your consent for us to do so. To help maintain service quality, some telephone calls may be recorded and monitored.
We experience relatively low levels of complaints – a very small number in proportion to overall business levels – with good levels of resolution. Complaints to Skipton are reported to the Financial Conduct Authority (FCA) and published every six months. Below are details from our most recent reporting period.
Firm Name: Skipton Building Society
Period Covered in this return: 01 July 2024 - 31 December 2024
Brands/trading names covered: Skipton Building Society and NAHT Personal Financial Services and Skipton Invest Direct.
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 | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|---|
| Banking and credit cards | 1.99 per 1000 accounts | N/A | 2918 | 2687 | 46% | 53% | 83% | Other general Admin / Customer Service |
| Home finance | 2.46 per 1000 balances outstanding | N/A | 505 | 467 | 51% | 49% | 70% | Other general Admin / Customer Service |
| Insurance and pure protection | 0.68 per 1000 policies in force | N/A | 7 | 11 | 27% | 73% | 55% | Other general Admin / Customer Service |
| Decumulations and pensions | N/A | 26.55 per 1000 policies sold | 44 | 47 | 2% | 98% | 83% | Other general Admin / Customer Service |
| Investments | N/A | 26.73 per 1000 sales or equivalent transactions | 105 | 118 | 9% | 89% | 69% | Other general Admin / Customer Service |
| 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 |
Skipton Building Society did not offer all of the above products during the reporting period.
The small number of complaints we deal with provide important feedback, which allows us to improve our products and services for all customers. You're always welcome to share your opinions, even if you don't have a complaint to make, we value your feedback.
