Not upheld: Service failures generally complaint against Skipton Building Society
Financial Ombudsman decision DRN-6361318 of 2026-06-22T00:00:00+00:00. Service failures generally complaint against Skipton Building Society. Outcome: Not upheld.
Decision detail
| Reference | DRN-6361318 |
|---|---|
| Decision date | 2026-06-22T00:00:00+00:00 |
| Firm | Skipton Building Society |
| Product | Savings / ISA |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | £100 compensation offered by Skipton for shortfall in service during complaint handling call. No further action required from the firm. |
Summary
Mr C complained that Skipton Building Society failed to notify him about new savings products after his Bonus Saver 9A accounts expired in October 2024, resulting in lost interest. Although Skipton sent six emails in October 2024 explaining the rate changes and offering My Money Review services, Mr C did not take action and only discovered a better product through an external website in July 2025. The ombudsman found Skipton had acted fairly and reasonably by providing notification and review opportunities, and that it was not the firm's responsibility to proactively market every new product to customers. The ombudsman upheld Skipton's £100 compensation offer for poor service during the complaint call but did not uphold the underlying complaint.
The Ombudsman's reasoning
The ombudsman found that Skipton acted fairly and reasonably by notifying Mr C of his account expiry dates and offering review services. While the ombudsman acknowledged Mr C's frustration, it was not considered the firm's responsibility to proactively inform customers of every new product or for branch staff to recommend upgrades during routine transactions. The firm had provided adequate information and opportunities for Mr C to discuss his options. The £100 compensation for poor complaint handling service was deemed fair and reasonable.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Skipton Building Society, all decisions | 502 | 27% |
| Service failures generally, all decisions | 34,193 | 32% |
| Savings / ISA, all decisions | 7,689 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website