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Complaint Data H1 2022

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.

January - June 2022

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 Jan 2022 to 30 Jun 2022

Brands/trading names covered: Secure Trust Bank PLC, Moneyway, OneBill, V12 Retail Finance, V12 Vehicle Finance, V12VF

 H1 2022 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 8.26 per 1000 accounts - 503 518 17% 82% 58% General admin/customer service
Home finance 0.00 per 1000 balances outstanding - 0 1 0% 100% 0% N/A
Insurance and pure protection 0.00 per 1000 policies in force - 1 1 0% 100% 0% Information, sums/charges or product performance 
Decumulation, life and pensions                
Credit-related 2.33 (Recommended only) per 1000 accounts/loans - 1,798 1,595 N/A N/A 58% 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 503 Banking complaints have resulted from 60,865 live accounts which equates to 8.26 complaints per 1000 customer accounts.
  • No new Home Finance complaints were received during the reporting period.
  • Our 1 Insurance & Pure Protection complaint equates to 0.00 complaints per 1000 policies as there are currently 0 live policies.
  • Our Credit related complaints have resulted from 771,913 live agreements which equates to 2.33 complaints per 1000 accounts.

Complaints Procedure

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