Complaint Data 2021 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 2021
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 2021 to 31 Dec 2021
Brands/trading names covered: Secure Trust Bank PLC, Moneyway, OneBill, V12 Retail Finance, V12 Vehicle Finance, V12VF
| 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 | 8.46 per 1000 accounts | - | 461 | 410 | 20% | 80% | 55% | General admin/customer service |
| Home finance | 0.00 per 1000 balances outstanding | - | 6 | 5 | 40% | 60% | 0% | Information, sums/charges or product performance |
| Insurance and pure protection | 0.00 per 1000 policies in force | - | 0 | 0 | 0% | 0% | 0% | N/A |
| Decumulation, life and pensions | ||||||||
| Investments | ||||||||
| Credit-related | 2.23 (Recommended only) per 1000 accounts/loans | - | 1,613 | 1,592 | N/A | N/A | 57% | 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 461 Banking complaints have resulted from 54,479 live accounts which equates to 8.46 complaints per 1000 customer accounts.
- There were 3 STB Mortgage complaints during the reporting period, the remaining Home Finance complaints relate to our now closed OneBill budgeting account. During 2021 the OneBill product was closed, there were no remaining OneBill customers at the end of the reporting period. The STB Mortgage portfolio was sold during the second half of 2021, there were no remaining consumer residential mortgages remaining at the end of 2021.
- Our 0 Insurance & Pure Protection complaints equates to 0.00 complaints per 1000 policies as there are currently 0 live policies.
- Our Credit related complaints have resulted from 724,245 live agreements which equates to 2.23 complaints per 1000 accounts.
Complaints Procedure
For information on how we deal with complaints please see our complaints procedure.