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Have you tried our Help Centre?

We love hearing from you. But it might save you a bit of time if you check our Help Centre first. There, you’ll find answers to some of our most commonly asked questions. Give it a try.

Help Centre

We’re here to answer your questions in the way that suits you best. Please note that some calls and video appointments will be recorded and monitored to maintain service and quality.

Web chat

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.

Video appointments - Skipton Link

Secure messaging

If you are registered for Skipton Online or have our mobile app, you can use our secure message facility to ask us account specific questions.

Once you're logged in Secure Messaging is within the main menu of Skipton Online and in the help section of the mobile app.

Log in or Sign up to Skipton Online

You can contact us on social media, our social media team are active on Facebook and X:

Opening times

Hours may vary on bank holidays.

Monday - Friday 8am - 8pm
Saturday - Sunday 9am - 6pm

Savings

You may be able to find the answer to your question on our Savings Hub.

Go to Savings Hub

Savings and investments 0345 608 0783
Lifetime ISA 0345 608 0786
Retirement 0345 266 9375

Mortgages

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
Solicitors enquiries 0345 607 9848

Financial Planning & Advice

Arranging a first review 0800 731 5342
Premier Service Team 0800 085 0459 Monday - Friday 9am - 5pm

Other

Insurance enquiries 0345 850 1777
Overseas enquiries +44 (0) 175 670 5030
Skipton International Ltd enquiries +44 (0) 148 172 7374 8.30am – 5.30pm
Press office 0345 601 7247
24/7 Fraud Response Team 0345 850 0469
Head Office 01756 705 000
Find out how to locate our head office
SignVideo Connect with us using our British Sign Language translation service

Our 0345 numbers are charged at your standard network rate.

Opening times

Phone lines will be closed on bank holidays.

Unless otherwise specified lines are open:

Monday - Thursday 8am - 6pm
Friday 8am - 5:30pm
Saturday 9am - Noon

Find a branch

If you'd like to visit or contact your local branch please use our branch finder.

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

Important note

If you haven't received the service you expected or something has gone wrong, please let us know. Use the 'Make a complaint' link at the top of this page. This will take you to our formal complaints process.

Have your say via our online form.

Online form

Use our quick, no-hassle form to give us feedback.

Feedback Form

You can contact us on social media, our social media team are active on Facebook and X:

Opening times

Hours may vary on bank holidays.

Monday - Friday 8am - 8pm
Saturday - Sunday 9am - 6pm

Savings

You may be able to find the answer to your question on our Savings Hub.

Go to Savings Hub

Savings and investments 0345 608 0783
Lifetime ISA 0345 608 0786
Retirement 0345 266 9375

Mortgages

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
Solicitors enquiries 0345 607 9848

Financial Planning & Advice

Arranging a first review 0800 731 5342
Premier Service Team 0800 085 0459 Monday - Friday 9am - 5pm

Other

Insurance enquiries 0345 850 1777
Overseas enquiries +44 (0) 175 670 5030
Skipton International Ltd enquiries +44 (0) 148 172 7374 8.30am – 5.30pm
Press office 0345 601 7247
24/7 Fraud Response Team 0345 850 0469
Head Office 01756 705 000
Find out how to locate our head office
SignVideo Connect with us using our British Sign Language translation service

Our 0345 numbers are charged at your standard network rate.

Opening times

Phone lines will be closed on bank holidays.

Unless otherwise specified lines are open:

Monday - Thursday 8am - 6pm
Friday 8am - 5:30pm
Saturday 9am - Noon

Find a branch

If you'd like to visit or contact your local branch please use our branch finder.

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

Important note

If you haven't received the service you expected or something has gone wrong, please let us know. Use the 'Make a complaint' link at the top of this page. This will take you to our formal complaints process.


Working Together

It's important for us to understand what you think and how you feel about the services we offer. Giving us honest feedback which helps us to develop and improve our services.

  • Member Panel - join our Member Panel to have your say on the way we do things in the future.

Let us know if something has gone wrong.

Use our quick, no-hassle form

Complaint Form

Contact us via one of the ways below.

General enquiry 0345 850 1700
SignVideo Connect with us using our British Sign Language translation service

Our 0345 numbers are charged at your standard network rate.

Opening times

Phone lines will be closed on bank holidays.

Unless otherwise specified lines are open:

Monday - Thursday 8am - 6pm
Friday 8am - 5:30pm
Saturday 9am - Noon

Find a branch

If you'd like to visit or contact your local branch please use our branch finder.

Branch Finder

Customer Relations
Skipton Building Society
Principal Office
The Bailey
Skipton
North Yorkshire
BD23 1DN

More complaint information

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).

  • We'll try and resolve your complaint within three business days of receiving it.
  • If we're able to resolve it in this time, we'll send you a written summary of the resolution. This will confirm your complaint has been resolved.
  • The summary will also remind you of your right to take your complaint to the FOS if you subsequently feel dissatisfied with the outcome.

Sometimes we need more time to look into your complaint.

  • If we can't resolve it within three business days, we'll send you a written acknowledgement letter. This will be no later than five business days after receiving notification of your complaint.
  • A customer relations consultant may get in touch with you if we need further information to resolve your complaint. We'll try and resolve your complaint within four weeks. If it's going to take longer, we'll let you know.
  • We'll send a final response letter within eight weeks of the initial receipt of your complaint. We'll also remind you that you have a right to take your complaint to the FOS if you're not satisfied with the outcome.
  • In the unlikely event that we can't give you a response within the eight-week period, you can refer your complaint to the FOS.

Payment Services complaints

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).

How the Financial Ombudsman Service (FOS) can help

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:

  • we haven't had the chance to put things right
  • we haven't exceeded the eight-week timescale and haven't yet issued our final response letter
  • for Payment Service where we haven't exceeded the 15 business day timescale (35 business days in exceptional circumstances) and haven't yet issued our final response letter.
  • Contact details of the FOS are:

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

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.

Complaints Data Publication report

Firm Name: Skipton Building Society

Period Covered in this return: 01 January 2024 - 30 June 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 1.96 per 1000 accounts N/A 2837 2809 58% 42% 85% General Admin / Customer Service
Home finance 3.12 per 1000 balances outstanding N/A 630 621 39% 60% 61% General Admin / Customer Service
Insurance and pure protection 1.16 per 1000 policies in force N/A 14 10 70% 30% 60% General Admin / Customer Service
Decumulations and pensions N/A 41.00 per 1000 policies sold 51 53 4% 96% 66% General Admin / Customer Service
Investments N/A 33.74 per 1000 sales or equivalent transactions 147 139 18% 82% 70% 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 categories in product/service groupings

'Banking' includes:

  • current accounts
  • credit cards
  • overdrafts
  • savings (including ISAs)
  • other banking.

'Home finance' includes:

  • regulated home finance products including residential and buy to let mortgages
  • unregulated home financial products like commercial loans.

'Insurance and pure protection' includes:

  • payment protection insurance
  • general insurance (like household buildings and contents)
  • critical illness
  • income protection
  • other pure protection.

'Decumulation and pensions' includes:

  • workplace personal pensions
  • non-workbased personal pensions
  • annuities (including enhances and impaired)
  • other decumulation.

'Investments' includes:

  • investment bonds
  • endowments
  • investment trusts
  • unit trusts/OEICs
  • platforms
  • ISAs (where investments held).

We want to know what you think

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.

Skipton Building Society is authorised to hold client money under its regulated permissions, although we do not hold client money in practice, in the course of our normal business activities. Any cheques in relation to investment business must be made payable to the product provider, unless the payment relates to the settlement of our adviser charge.

Any monies owed to you in relation to business we have transacted will be refunded to you, and will be held by the Society in its capacity as banker (rather than as a trustee under the client money rules of the Financial Conduct Authority (FCA)) until they are paid to you. All such monies will be paid to you promptly via BACS transfer (for which we will need your bank account details – bank, sort code and account number), no later than 10 business days after we identify this money as being due to you.

In the event that Skipton Building Society is unable to meet its obligation to repay such monies to you, the FCA’s Client Money Rules will not apply to these sums and you will not be entitled to benefit from this protection. You will, however, be protected under the Society’s regulatory obligation to adequately protect our customers’ assets.

We may also hold documents of title on your behalf. Where this is the case we will not hold these documents for longer than is necessary and these will be stored in a secure location for safekeeping.

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