What to do if things go wrong.

Complaints – How to communicate with us

Building strong and lasting business relationships with our clients and providing excellent customer service is very important to us. However, sometimes things can, and do, go wrong and when this happens we want to know why and we encourage our clients to tell us about it so we can aim to put things right. Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this.

Therefore, if you want to make a complaint – whatever it’s about, you can get in touch in the way that suits you and we’ll look into the problem as a matter of urgency.

By phone: Call us on 01302 623490

Online: Complete our online Contact Us form.

In person: Visit the office and speak to a member of staff.

In writing: Yorkshire Financial Services Ltd, Armstrong House, First Avenue, Doncaster Finningley Airport, Doncaster, South Yorkshire, DN9 3GA 

What happens next?

We’ll record your complaint and do all we can to resolve it as quickly as possible. We always aim to achieve a same business day resolution for all complaints, where practically possible. 

In the event a same day solution is not achievable, you will be notified (verbally or in writing) of a 72 hour extended response time.

If 72 hours is not achievable, you will be notified again (verbally and in writing) of an 8 week timescale to issue a Final Response.

What if you’re still not happy?

If we can’t put things right to your satisfaction, you can ask the Financial Ombudsman Service to look at your complaint – provided you have tried to resolve the matter directly with us first. We hope you won’t need to contact the Financial Ombudsman Service but, if you do, please find some further information below along with their contact details.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) was set up to help settle individual disputes between consumers and financial firms. The Financial Ombudsman Service will only look at complaints if the firm has investigated the complaint and given a response.

If you are not happy with a final response given to a complaint or if no final response has been provided within an 8 week period from the date of the initial complaint, you are then eligible to contact the Financial Ombudsman Service and request they investigate the matter on your behalf. No charge will be made for this and any decisions made will be binding on the financial institution concerned.

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
E14 9SR

Telephone: 0800 0234567

Further information on the Financial Ombudsman Service can be found at

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request.