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We pride ourselves on the quality of our service 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 assurance processes and provides us with data that we can analyse to identify root causes of complaint 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 volumes 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.

July - December 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 July 2016 - 31 December 2016
Brands/ trading names covered: Secure Trust Bank PLC, Moneyway, OneBill, V12

  Banking and credit cards Home Finance General Insurance & Pure Protection Credit Related
Number of Complaints Opened by Volumes of Business (Provision at reporting period end date) 15 per 1000 accounts 13 per 1000 balances outstanding 11 per 1000 policies in force 19 per 1000 accounts
Number of Complaints
Opened
415 268 36 10446
Number of Complaints
Closed
441 285 49 9867
Complaints Closed Within 3 Days (%) 39% 62% 0% N/A
Complaints Closed After 3 Days but Within 8 Weeks (%) 59% 35% 86% N/A
Closed Complaints
Upheld*By Firm (%)
32% 60% 8% 57%
Main Cause of Complaint Opened Product disclosure information Errors/not following instructions Unclear guidance /arrangement N/A

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