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Complaint Data 2020 H2

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 2020

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 Jul 2020 to 31 Dec 2020
Brands/trading names covered: Secure Trust Bank PLC, Moneyway, OneBill, V12 Retail Finance, V12 Vehicle Finance

 H2 2020 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 5.30 per 1000 accounts - 264 271 20% 79% 49% General admin / customer service
Home finance 5.20 per 1000 balances outstanding - 69 63 25% 71% 48% Errors / not following instructions
Insurance and pure protection 0.50 per 1000 policies in force - 1 1 0% 0% 0% Errors / not following instructions
Decumulation, life and pensions                
Credit-related 3.04 (Recommended only) per 1000 accounts/loans N/A 2198 2124 N/A N/A 49% 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 264 Banking complaints have resulted from 49,816 live accounts which equates to 5.30 complaints per 1000 customer accounts.

  • For every 1000 Home Finance loans we had outstanding we received 5.20 complaints. There were 4 STB Mortgage complaints during the reporting period, the remainder relate to our OneBill budgeting account.  

  • Our 1 Insurance & Pure Protection complaints equates to 0.50 complaints per 1000 policies as there are currently 2,007 live policies.

  • Our Credit related complaints have resulted from 722,094 live agreements which equates to 3.04 complaints per 1000 accounts.       

Complaints Procedure

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