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Complaint Data H2 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. FCA's complaints data table.

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 2022 to 31 Dec 2022

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

 H2 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 8.37 per 1000 accounts - 582 541 14% 85% 55% General admin/customer service
Home finance 0.00 per 1000 balances outstanding - 1 0 0% 0% 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                
Credit-related 2.36 (Recommended only) per 1000 accounts/loans - 2,013 2,019 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 582 Banking complaints have resulted from 69,540 live accounts which equates to 8.37 complaints per 1000 customer accounts.
  • We received 1 new Home Finance complaint during the reporting period, the complaint related to our now closed OneBill budgeting account. This equates to 0.00 complaints per 1000 accounts as there are 0 live accounts.
  • No new Insurance & Pure Protection complaint were received during the reporting period.
  • Our Credit related complaints have resulted from 853,102 live agreements/accounts which equates to 2.36 complaints per 1000 accounts.

Complaints Procedure

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