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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.

July - December 2017

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 2017 - 31 December 2017
Brands/ trading names covered: Secure Trust Bank PLC, Moneyway, OneBill, V12 Retail Finance

  Number of complaints opened by volume of business
Product/Service grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Complaints closed within 3 days (%) Complaints closed after 3 days but within 8 weeks (%) Closed complaints upheld by firm (%) * Main cause of complaint opened
Banking and credit cards 5.84 per 1000 accounts - 211 201 68% 32% 51% Other general admin/customer service
Home finance 7.93 per 1000 balances outstanding - 151 149 77% 23% 62% Errors/not following instructions
Insurance and pure protection 41.27 per 1000 policies in force 0 113 97 3% 97% 0% Unclear guidance/arrangement
Credit-related 8.06 (Recommended only) per 1000 accounts/loans N/A 4439 4499 N/A N/A 51% N/A

*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 211 Banking complaints have resulted from 36,154 accounts which equates to 5.8 complaints per 1000 customer accounts.
  • For every 1000 Home Finance loans we had outstanding we received 7.9 complaints (the majority of these complaints relate to our OneBill budgeting account. STB Mortgage complaints totalled 4 during the reporting period).
  • Our 113 General Insurance complaints equates to 41.2 complaints per 1000 policies.
  • Our Credit related complaints have resulted from 550,866 accounts which equates to 8 complaints per 1000 accounts.
Complaints Procedure

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