Newest Review: ... they are fantastic with blowing their own trumpet and have a decent PR machine, Yorkshire Building Society is a backward institution. They... more
very poor customer service at a stressful time avoid at all costs
Yorkshire Building Society
Member Name: keithetherington
Yorkshire Building Society
Advantages: local branches fine when taking in savings
Disadvantages: dire training of staff who dont know how to carry out procedues
On 24/3/12 my partner died, in early April I visited the Nottingham Branch, and I took a death certificate and identification (passport and utility) bill which was copied and returned to me. I was told that HO would contact me within a week or so to detail the procedure. After 3 weeks I heard nothing so contacted call the centre they advised me that the branch had given incorrect information and all I had to do was bring the Grant of probate to the branch when received. (Incorrect information number 1).
On 23/6/12 I took the Grant into the Nottingham Office and was told I had insufficient ID (a passport 3 days out of date and various debit cards and cheque books etc.) (miss information 2) I went home and brought my driving licence (NO PHOTO) and a utility bill (no photo) they closed my partners accounts but I was told the 2 trust accounts for her grandchildren could not be closed owing to a computer problem Miss information 3). It was agreed that the accounts would be closed on 25/6/12 and if there were any problems I would be telephoned on my mobile. There was no call but when I checked with your call centre they advised that the accounts could not be closed as they were held in trust.
I called the YBS probate office on 26/6/12 and spent almost an hour on the phone to them at a cost of over £4 from a call box to be given conflicting information including that the accounts could be closed but only made payable to the grandchildren ( which was agreed) but I would have to either a) bring them to the branch b) bring their birth certificates and driving licences and a third form of id or c) I would have to have the accounts transferred to my name as executor if I brought a copy of the will the accounts could then be closed by me and payment made to the grandchildren. (GOODNESS KNOWS HOW MANY INCORRECT PIECES OF INFORMATION WERE GIVEN HERE). That evening I spoke to a supervisor at the YBS Cheltenham call centre who was extremely helpful she advised me that a letter was on route to resolve the matter and agreed to arrange the area manager to call me the following evening.
On 27/6/12 I received 2 cheques closing the accounts and a call from the Area manager who was very helpful and agreed to take the matter up and to get an apology and explanation. He called on 28/6/12 to advise that he had stressed that this should be treated as urgent by the YBS HO but it may be early into the following week and to contact him directly or via the branch if I needed further assistance. I heard nothing more. (Not a surprise).
I called the branch on 7/7/12 and asked them to contact the Area Manager but again heard nothing. Yesterday I called the call centre as I had nothing after 2 weeks of making the complaint (see their code of conduct on complaints). I was told the customer service team had left for the day but she would arrange a call back after 6 pm today. A lady called Gill phoned at 10am today. When I called your call centre tonight I was advised that this was wrong as no customer service calls could be made after 5pm (yet more wrong information).
I have had a very bad experience of the YBS at a time of grief and stress it appears that no one knows the correct procedures and that they don't really care about their members or their own deadlines etc. I am lucky being a qualified accountant but pity a lay person trying to deal with the estate of someone close. No one at this organisation knows what to do or how to deal with routine issues after all people die fairly regularly. They are happy to take your money but getting it back if fraught with stress
Summary: poor service following the death of a partner
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