Yorkshire Building Society: most-reported complaints
Automated analysis of 910 public Trustpilot reviews published 2022-06-02 to 2026-09-23. TrustScore 4.7 from 11,029 total reviews — see the Trustpilot page. Quick answer: is Yorkshire Building Society legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with account and app access, which accounted for 46% of the 504 complaints identified. Support-related concerns were the next most frequent issue, with 34% of reviewers citing unhelpful assistance and 12% finding support unreachable. Other miscellaneous complaints made up the remaining 14% of reports. The trends for account problems and support issues remained flat, while other complaints showed a falling trend.
How to reach Yorkshire Building Society
These are the contact details Yorkshire Building Society publishes on its Trustpilot profile, as of our last check on 2026-09-23 — it publishes no phone number there, address Yorkshire House, Yorkshire Drive, Bradford, BD5 8LJ, GB.
The company claimed its Trustpilot profile on 2023-05-18, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 4 of 5 in Building Society. We last checked this profile on 2026-09-23 and found 11 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
FCA (2025-H2): 73.7% of resolved cases upheld against the firm; 2,374 complaints opened with the firm. source
Financial Ombudsman (H2-2025): 21.2% of resolved cases upheld against the firm. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Authorised firm reference 106085 — check the FCA Register.
Forum footprint: 720 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Yorkshire Building Society not giving me access to my own money - what can I do pls?”, “MPPI - Yorkshire Building Society”, “MSE News: Yorkshire Building Society fined £4.1m over mortgage arrears failings”.
Elsewhere: 4.3★ on Google (14 reviews)
TrustScore over time
4.7 → 4.7 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (91%, 1.0d) · 2026-08-18 (92%, 1.1d) · 2026-08-21 (92%, 1.1d) · 2026-08-24 (92%, 1.1d) · 2026-08-27 (92%, 1.1d) · 2026-09-01 (91%, 1.1d) · 2026-09-04 (92%, 1.1d) · 2026-09-07 (92%, 1.1d) · 2026-09-11 (93%, 1.1d) · 2026-09-14 (91%, 1.1d) · 2026-09-17 (93%, 1.1d) · 2026-09-20 (92%, 1.1d) · 2026-09-23 (92%, 1.1d).
Severity: 13% of this company’s 504 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In December 2024, 48% of 29 one-to-three-star reviews were 1★; in August 2026, 54% of 13.
Counted from December 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 7.8 days between the experience and publishing their negative review (555 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 329 decisions naming this firm, of which 28.6% were upheld in the customer’s favour (85 upheld, 9 partly upheld, 235 not upheld).
Covers decisions dated 2012-09-24 to 2026-07-15, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
What their policy promises
complaint process: quickly and fairly
“We always do our best to deal with complaints as quickly and fairly as possible.”
complaint process: do all we can to resolve
“If you have a complaint, please get in touch and we'll do all we can to resolve the matter with you.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 498 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of 1 days.
Reply quality: of 498 company replies to negative reviews analysed, 16% engaged with the specific problem and 71% were generic templates.
Review provenance: 356 company-invited reviews in the recent window average 4.79★, while 30 organic (uninvited) reviews average 2.63★.
18% of its 319 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 46% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 2,032 of this company’s 11,029 Trustpilot reviews (18%) were written in the last 12 months.
What are the most common complaints about Yorkshire Building Society?
Account/app problems
231 reports · 46% of complaintssteady“Have been struggling for nearly three months now to access my online account.”
The company replied on 2025-01-28: “Hi Sally Sorry to hear you are having issues assessing your online account. When you called customer service was it explained to you reasons you could not gain access? Kind regards”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
“my application was declined and I would have to re-apply, going through the whole process all over again”
The company replied on 2025-01-09: “Hello, I am sorry to hear you have not have a satisfactory experience, during the application process. Under regulations for the prevention and detection of financial crime, we have a responsibility…”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
“Rejected my ID even though it's government approved”
The company replied on 2025-03-11: “Hi Ben Were you given a reason as to why the ID was rejected and how was it submitted? Please can you call us so we can discuss this further. Our office open hours are Monday to Friday 9am till 5pm…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
Support unhelpful
169 reports · 34% of complaintssteady“my application was declined and I would have to re-apply, going through the whole process all over again”
The company replied on 2025-01-09: “Hello, I am sorry to hear you have not have a satisfactory experience, during the application process. Under regulations for the prevention and detection of financial crime, we have a responsibility…”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
“my money got locked into a low interest bearing 1-year bond with no prior option”
The company replied on 2025-01-02: “Hello Jai, Thank you for taking the time to provide feedback, this is very much appreciated. Kind regards.”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Terrible customer service”
4 readers marked this review helpful on Trustpilot.
Other
68 reports · 14% of complaintsfalling“Sorry I won't be investing.”
5 readers marked this review helpful on Trustpilot.
“I feel like a VICTIM OF HATE CRIME and PREJUDICE.”
4 readers marked this review helpful on Trustpilot.
“I’ve previously worked here and was singled out because of my ethnic background”
3 readers marked this review helpful on Trustpilot.
Support unreachable
63 reports · 12% of complaintssteady“If you phone them, you can not speak direct with the ‘Payment Calculation Section/people’”
The company replied on 2025-03-05: “Thank you for sharing your experience. We're truly sorry for the difficulties you faced. Your feedback is invaluable, and we are committed to modernising our processes and improving customer care. If…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I’ve wasted over an hour trying to access a matured account which their website refuses me access to”
The company replied on 2025-02-03: “Hello, I apologise for any issues faced during the weekend. This was a known issue that our IT team have been working on and this is now resolved. If you would like to discuss the matter further…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“The app doesnt work, I call up the people on the phone cant hear me”
2 readers marked this review helpful on Trustpilot.
Billing errors
23 reports · 5% of complaintssteady“my money got locked into a low interest bearing 1-year bond with no prior option”
The company replied on 2025-01-02: “Hello Jai, Thank you for taking the time to provide feedback, this is very much appreciated. Kind regards.”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“When did this happen and why weren't we told? How much has it cost us? To make matters worse it seems it's not possible to simply convert the existing account to the new product.”
The company replied on 2025-02-21: “Hello Lurkio, Thank you for providing this feedback. Our accounts can change at any time and available products are available to view on the website or in a local branch. If you wish to be signed up…”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
“If you phone them, you can not speak direct with the ‘Payment Calculation Section/people’”
The company replied on 2025-03-05: “Thank you for sharing your experience. We're truly sorry for the difficulties you faced. Your feedback is invaluable, and we are committed to modernising our processes and improving customer care. If…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Misleading pricing
12 reports · 2% of complaintsrising since 2025-08“Missold a product which took a current mortgage and 'ported' to a new one when moving house”
The company replied on 2025-03-26: “Hello Lauren, Thank you for taking the time to provide feedback, this is very much appreciated. We’re really sorry to hear about your recent experience. Social media isn’t secure, so we can’t help…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“never let me no the interest rates where going up”
The company replied on 2025-04-03: “Hello Leslie , Thank you for your feedback, but please note that we notify you by letter (branch-based accounts) or email (online accounts) about two weeks prior to maturity. Kind regards.”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Really poor service and why advertise mortgage advisors who are not permitted to advise.”
The company replied on 2025-11-28: “Hello, Thank you for your feedback. I am sorry that you were disappointed, but online applications are done on an execution only basis (without advice). If you would like to take this further, you…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Compare Yorkshire Building Society with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.