Important update on service times:
Due to exceptionally high volumes, our normal priority service for New Build and Scottish cases is currently taking longer than 48 hours. We appreciate your patience and understanding as we work to support all our customers as efficiently as possible.
Web chat
Chat online to our Broker Support team - when web chat is available, you'll see the chat icon on the right hand side of the screen.
Mon - Thurs: 8am - 6pm
Friday: 8am - 5.30pm
Saturday: 9am - Noon
Phone
You can call the team on 0345 601 6683 8.30am - 6pm Monday to Thursday, 8.30am - 5.30pm Friday.
Social
Alternatively, you can contact us on X @SBSIntermediary
Business Development Managers
Our team of Business Development Managers (BDMs) are ready to help you with any questions you might have about our products, lending criteria or complex cases.
Contact the BDM for your region by logging on or signing up for eMortgages and navigating to the contact section.
Head Office address
Skipton Building Society
Mortgage Service Centre
Principal Office
The Bailey
Skipton
North Yorkshire
BD23 1DN
For more information about Skipton Building Society please visit skipton.co.uk
Arrears
If your client has trouble paying their Skipton mortgage, we will try to help them. Should you as the intermediary wish to act on behalf of the client, Skipton Building Society will require written authority from the client.
We will:
Contact your client as soon as possible to discuss the problem.
Talk to an agency which gives debt advice (for example, Citizens’ Advice), if your client wants. We can only take this action as long as we have the client’s authority to do so.
Give your client reasonable time to pay back the debt.
Only start proceedings to repossess your client's home if we cannot solve the problem with them.
We might be able to:
Arrange a new payment plan with your client, taking their and our interests into account.
Change the way your client makes payments, or the date they make them.
Allow your client to pay back the mortgage over a longer period of time (which would reduce monthly payments).
Change the type of mortgage.
If we cannot offer your client any of these options, we will tell them why. If we can make an arrangement with your client, we will explain how it would work and give your client time to consider it. If we cannot offer any of these options, we might agree to your client remaining in the property to sell the property themselves depending on their circumstances.
Costs and charges
If your client is in arrears, we may charge them for reasonable administrative and legal costs. We will tell your client the amount they will have to pay.
Questions?
If your client has any queries regarding their arrears, please contact our Credit Management Team on 0345 850 1766
Complaints Procedure
We aim to provide your client with the highest standards of service. However, there may be occasions when our service falls short of their expectations. We have outlined the process that takes place in this instance.
The steps below are designed to help your client make us aware of their views so we can address their concerns. Our complaints procedure has been designed to meet the requirements of the Financial Conduct Authority and the Financial Ombudsman Service.
Your client should first raise their concern with us - there are a number of ways to do this:
Write to us
Your client can raise their complaint in writing and send to us at:
Customer Relations Team
Skipton Building Society
The Bailey
Skipton
North Yorkshire
BD23 1DN
Submit online
Your client can submit their complaint online by using our secure complaint form.
Call us
Your client can telephone our Customer Service team on 0800 085 0459.
Visit us
Your client can visit their local Skipton Building Society branch to inform them of their complaint. Use our Branch Finder to access details of all of our branches.
We will try to resolve your client’s complaint within three working days of receipt, if we are able to within this time period, we will issue them a written summary of the resolution. This will confirm that their complaint has been resolved and inform your client of the right to take their complaint to the Financial Ombudsman Service should they subsequently feel dissatisfied with the outcome.
If we are unable to resolve your client’s complaint within three working days, a written acknowledgement will be issued promptly and no later than five working days of receiving their complaint.
Your clients concerns will then be fully investigated by a Customer Relations Consultant within the Customer Relations Team who will contact your clients to address and resolve their complaint. We aim to resolve your client’s complaint within four weeks. However, if it takes longer we will let your clients know.
Your clients will receive a final response letter from us which will include their right to take their complaint to the Financial Ombudsman Service if they remain dissatisfied. A final response will be issued within eight weeks of the initial receipt of their complaint.
In the unlikely event that no response is provided by us within the eight week period your client is entitled to refer their complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service provides a free and independent service for consumers, and can be contacted at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
www.financial-ombudsman.org.uk
Should you as the Intermediary wish to act on behalf of the client, or if our services have not met your expectations, please contact us.