MySociety Autumn Edition

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Welcome
Welcome to the Winter 2014 issue
of My Society. We have lots of
good news to share with you,
as well as some interesting and
useful articles.
Most of all, I’m delighted that we
have now launched an exclusive
new savings account to reward
our members for their loyalty. It’s
also been great to see that we’ve
been recognised for delivering even
better customer service. We’ve
looked long and hard at every
aspect of what we do, as well as
listened to your feedback. The
resulting changes and investments
in staff training have obviously
made a difference, which we intend
to build on.
We love to hear your thoughts,
ideas and suggestions on what
we do well and how we can do
things better, so please email
f you
have any feedback.
We hope you have a great
Christmas and a happy New Year.
David Cutter
Group Chief Executive
02
Rewarding your loyalty
At Skipton, we like to thank our customers for
their loyalty, especially as many have been with
us for years - some families even for generations.
To recognise this commitment and following
feedback from our customers, we’ve created
a special new account.
From 17 November 2014, we’re offering
customers who joined as a member before 26
January 2014 exclusive access to our Loyalty
Regular Saver account, which gives a better
interest rate than our standard Christmas Regular
Saver Account.
This is the first loyalty
account of its kind we’ve
ever offered. It’s our way
of thanking our customers
for their continued trust
in us.
Ian Cornelius,
Commercial Director
More mortgage choice
In October we launched a refreshed
range of fixed rate mortgages designed
to give our customers even more
choice, with products and rates tailored
for individual customer circumstances.
Whether you are buying a house or
remortgaging on an existing property,
we have different fee structures to suit
different requirements and fixed terms
from 2 to 7 years.
Kris Brewster, Head of Products, explains
why these changes are so important
for customers. “Whether it’s your first
property or your fifth, buying a home is
normally the biggest financial commitment
you will ever make. No two people are
the same, so we’ve listened to feedback
from homebuyers and have extended our
award-winning mortgage range to give
people much more choice, so they can
find the right mortgage deal for them.”
YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.
Lucky Thirteen
This is a fantastic move up the rankings
for us since last year. We’re now ahead of
brands like Virgin Atlantic and Sainsbury’s
as well as being hot on the heels of
names like John Lewis, Marks & Spencer,
Waitrose and Amazon. We’re also now
the third highest ranking bank or building
society in the country.
Our new position is a result of listening to
customers and consistently putting them
at the heart of everything we do. This
includes investing in enhanced training for
all our colleagues and implementing new
technology to improve our service.
Rebecca Allsop, Head of Customer Insight
said: “To be recognised by our customers
for standing out within our industry is an
achievement we are very proud of. Our
improved placing in the survey shows that
customers have noticed a better level of
service in the last year alone.”
We’ve also been awarded Gold status
with Investors in People and been
re-accredited for the fourth year running
with Customer First – the National
Standard for Customer Service.
Of course, we don’t intend to rest on our
laurels. We’re going to continue looking
at everything we do and see how we
can do it better. So, while celebrating
this year’s results, we’re already looking at
how we can deliver even better service for
our customers in 2015!
We’re thrilled to announce that we
recently came 13th in the annual
Customer Experience Excellence
survey carried out by Nunwood. 7,500
consumers took part in the survey to
rate 263 UK household name brands.
Turn to the back page to find out more or visit your local
branch, call 0345 600 6158 or visit