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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 2018

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 2018 to 31 December 2018
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 6.38 per 1000 accounts - 301 333 27% 72% 48% General admin/customer service
Home finance 4.49 per 1000 balances outstanding - 83 90 54% 41% 60% General admin/customer service
Insurance and pure protection 23.48 per 1000 policies in force - 59 70 23% 57% 1% Advising, selling and arranging
Decumulation, life and pensions                
Credit-related 7.25 (Recommended only) per 1000 accounts/loans N/A 5187 5645 N/A N/A 45% 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 301 Banking complaints have resulted from 47,152 live accounts which equates to 6.38 complaints per 1000 customer accounts.
  • For every 1000 Home Finance loans we had outstanding we received 4.49 complaints (the majority of these complaints relate to our OneBill budgeting account. STB Mortgage complaints totalled 20 during the reporting period).
  • Our 59 General Insurance complaints equates to 23.48 complaints per 1000 policies as there are currently 2470 live agreements.
  • Our Credit related complaints have resulted from 715,589 live agreements which equates to 7.25 complaints per 1000 accounts.
Complaints Procedure

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