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Important changes

We’re making some important changes


Updated November 2020

As one of the largest and strongest building societies in the UK, we’re always looking at how the Society is run to make sure we’re spending members’ money in the best way possible. We have announced proposals to make changes to our branch network so we can deliver better long-term value. This will benefit nearly 3 million customers.

Branch closures

Our customers are changing the way they manage their money with us and it’s not sustainable, or a good use of members’ money, to have a high concentration of YBS branches and agencies in a small area.

We recently confirmed that 12 YBS branches proposed for closure will close on 5 February 2021. These branches are all within 9 miles of another branch or agency – sometimes much closer than that.


Branches closing and the nearest YBS locations

We’re fully committed to offering a face-to-face service; in fact this is a crucial part of the Society and remains one of our key strengths. Customers can continue to use any one of our 231 YBS branches and agencies, whenever they wish.

We’re also developing complementary digital services, including mobile and online savings, to enhance what we can offer through a high street branch, rather than replace it. Helping customers take more control over their routine requests means we’re better able to offer support and expertise through our branches and on the phone, when a personal touch is needed.


Customer mailings

We wrote to all our customers affected by the proposed branch closures in October, to explain how the changes will affect them and letting them know the nearest alternative locations they may wish to use.

 

Our mortgage service

We’re seeing more people using our telephone and online services, or mortgage brokers, and fewer coming into branch for face-to-face advice. So we continue to reflect changing demand from our customers, we’re discontinuing our face-to-face mortgage advice service. Delivering mortgage advice by telephone is more sustainable and convenient, whilst enabling us to invest more in the products and services that enhance our customer experience.

 

These changes have not been influenced by the changes in customer behaviour we’ve seen as a result of Covid-19.

 

Managing your money

There are lots of ways you can manage your money with us. You can choose to talk to us face-to-face in any one of our 231 branches and agencies across the UK, go online or call us.

Face-to-face

Find your most convenient YBS location.

 

Online

Managing your account online is quick, safe and convenient. It only takes a few minutes to register and you’ll have instant, secure access to your YBS accounts, anytime.

 

Phone

You can call us and choose to carry out some automated transactions for some services or speak to one of our colleagues.

 

Protecting you and your money from fraud and scams

We are committed to helping you defend yourself from fraud and scams. Please remember to be cautious if someone contacts you unexpectedly. Take the time to think about what you are being asked for; don’t be rushed, don’t assume that a phone call, email or text is genuine and listen to your instincts. Please take a look at how we protect you and what you can also do to protect yourself from fraud and scams.

 

If you need help

If you have any questions or concerns, please do get in touch. If you’d like to speak to us you can visit us in branch or call us on 0345 744 6622.

We understand this may be a significant change for some and we’re here to help.

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