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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 2016

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 2016 - 30 June 2016
Brands/ trading names covered: Secure Trust Bank PLC, STB Leasing, Moneyway, OneBill, V12

  Banking and credit cards Home Finance General Insurance &
Pure Protection
Credit Related
Number of Complaints
259 83 84 2950
Number of Complaints
255 77 81 2759
Complaints Closed
Within 8 Weeks (%)
94% 83% 81% 86%
Closed Complaints
Upheld*By Firm (%)
35% 47% 5% 49%

*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 259 Banking complaints have resulted from just over 40,792 accounts which equates to 6.3 complaints per 1,000 customers
  • For every 1,000 Home Finance loans we had outstanding we received 4 complaints (These complaints relate to our OneBill budgeting account)
  • Our 84 General Insurance complaints equates to 25.2 complaints per 1,000 policies.
  • Our Credit related complaints have resulted from 478,543 accounts which equates to 6.1 complaints per 1000 customers.
Complaints Procedure

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