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We pride ourselves on the quality of service that we provide but recognise that, on occasions, things can go wrong. If you are unhappy with any aspect of our service then we would like to know about it. We value feedback from customers as it augments our ongoing quality assurance processes and provides us with data that we can analyse to identify the root causes of complaints in the first place thus enabling us to take appropriate steps to prevent this recurring in the future.

Set out below are details of the volume of complaints reported to the Financial Conduct Authority (FCA) in our last reporting period. To see how Secure Trust Bank and other firms performed previously, please see the FCA's complaints data table.

January - June 2013

Firm Name: Secure Trust Bank
Group: Secure Trust Bank PLC
Other firms included in this reporting (if any): None
Period covered in this report: 1 January 2013 - 30 June 2013
Brands/ trading names covered: Secure Trust Bank PLC, Moneyway, OneBill

  Banking Home Finance General Insurance &
Pure Protection
Number of Complaints Opened 274 40 250
Number of Complaints Closed 287 40 272
Complaints Closed Within
8 Weeks (%)
90% 100% 99%
Closed Complaints Upheld*
By Firm (%)
50% 55% 14%

*This is where we have agreed with the customer that their complaint was justified either in whole or in part.

To put the above figures into context:
  • Our 274 Banking complaints have resulted from just over 151,500 accounts which equates to 1.81 complaints per 1000 accounts
  • For every 1000 Home Finance loans we had outstanding we received 1.60 complaints (These complaints relate to our OneBill budgeting account)
  • Our 250 General Insurance complaints equates to 20.7 complaints per 1,000 policies.
Complaints Procedure

For information on how we deal with complaints please see our internal complaints procedure.