Complaints

We're sorry if you are unhappy about the service we have provided.

At Secure Trust Bank we have a strong set of values that as a team we aim to live every day. We're sorry if we have not met your expectations.

This page explains what to do if you have a complaint and what you can expect if you complain to us. Your feedback gives us the chance to put things right and improve our service to you and other customers.

If you have a complaint, let us know as soon as possible.

View our customer complaints data

How to contact us

Online: You can raise a complaint online.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Telephone: 03303 031 286

Write to us:

Customer Resolutions
Secure Trust Bank
One Arleston Way
Shirley
Solihull
B90 4LH

What we will need to know

  • Your name, address and contact phone number
  • Your account details, if you are a Secure Trust Bank customer
  • Exactly what has gone wrong, and how and when it happened
  • Anything specific you would like us to do to put things right for you

Our complaints handling process

We will aim to resolve your complaint by the end of three business days after the day of receipt. (Business days are Monday to Saturday, excluding Bank Holidays).

If we are able to resolve your complaint within three business days of you first bringing the matter to our attention, you will receive a Summary Resolution Communication (SRC) letter in the post to confirm your complaint was dealt with to your satisfaction.

Full investigation

Some complaints are more complex than others and can take more time to fully investigate.

If we are unable to resolve your complaint within three business days, we will write to you to acknowledge your complaint by the end of five business days. We will confirm that we will be fully investigating your concerns, and advise when you can expect to hear from us again.

The investigation of your complaint will be undertaken by a member of staff who is unconnected with the subject matter of your complaint.

If you are a Deposits account customer and you have a complaint regarding payment services, we aim to resolve your complaint within 15 business days.

We aim to fully investigate and resolve your concerns as soon as possible.

Four weeks

We will keep you updated on the progress of our investigation by four weeks if we have been unable to complete our investigation by then.

Eight weeks

If by eight weeks we have not completed our investigation, we will write to you again to explain why there is a delay and confirm when we expect to send you a final response.

Your rights

Should you remain dissatisfied with our final response, you may be eligible to take your complaint to the Financial Ombudsman Service.

You can ask the Financial Ombudsman Service to look into your complaint for you. This is a free, independent service for resolving disputes between customers and financial institutions.

We will explain how you can contact them and provide you with a leaflet containing further information. You will have six months from the date of our final response to ask them to review your complaint.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123 (Calls may be recorded for training and monitoring purposes)

Write to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Resolving your complaint

Where we have agreed a resolution, we aim for matters to be finalised as soon as possible.

Complaints procedure (PDF)

Secure Trust Bank PLC. Registered in England and Wales 541132. Registered Office: One Arleston Way, Solihull, B90 4LH.
Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our registration number is 204550

All communications with us will be monitored/recorded to improve the quality of our service and for your protection and security.