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Yorkshire Building Society
Legal entity: Yorkshire Building Society
Group: Virgin Money
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
327banking decisions
28.4%uphold rate
234not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Payment protection insurance | 653 | 28.8% |
| Banking, credit and mortgages — shown above | 327 | 28.4% |
| Investments and pensions | 37 | 10.8% |
| Insurance (excluding PPI) | 2 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Mortgage administration | 114 | 45 | 39.5% |
| Service failure | 56 | 28 | 50.0% |
| Interest and rates | 42 | 10 | 23.8% |
| Complaint handling | 30 | 15 | 50.0% |
| Charges and fees | 26 | 7 | 26.9% |
| Account closed or refused | 26 | 3 | 11.5% |
| Product mis-sold | 26 | 5 | 19.2% |
| APP scam refund refused | 20 | 7 | 35.0% |
| Credit file reporting | 18 | 3 | 16.7% |
| Support for vulnerable customers | 16 | 6 | 37.5% |
| Identity checks and access | 16 | 3 | 18.8% |
| Payment delayed or failed | 15 | 4 | 26.7% |
| Treatment in financial difficulty | 13 | 1 | 7.7% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 73.8% | 1,832 | 1,876 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 78.7% | 2,271 | 2,251 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 75.5% | 1,776 | 1,726 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 74.1% | 2,491 | 2,623 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 75.2% | 2,937 | 2,869 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 70.8% | 2,300 | 2,325 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 71.0% | 1,990 | 2,006 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 73.0% | 1,822 | 1,644 | — |
| FOS | 2025-H2 | 21.1% | — | — | 61 |
| FOS | 2025-H1 | 28.9% | — | — | 43 |
| FOS | 2024-H2 | 29.0% | — | — | 55 |
| FOS | 2024-H1 | 40.0% | — | — | 63 |
| FOS | 2023-H2 | 32.6% | — | — | 51 |
| FOS | 2023-H1 | 15.9% | — | — | 53 |
| FOS | 2022-H2 | 23.3% | — | — | 38 |
| FOS | 2022-H1 | — | — | — | 25 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 28 Oct 2014 | £4,135,600 | For serious failings in the treatment of mortgage customers facing payment difficulties. |
| 16 Jun 2014 | £1,429,000 | For failing to ensure financial promotions for the Cliquet Product distributed by YBS, were clear, fair and not misleading. |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.