Complaint Data 2025 H1
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 customer 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.
- 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 January 2025 to 30 June 2025
- Brands/trading names covered
- Secure Trust Bank PLC, Moneyway, V12 Retail Finance, V12 Vehicle Finance, V12VF, AppToPay, V12 Season Ticket 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 | 3.68 per 1,000 accounts | 399 | 451 | 10.86% | 87.58% | 41.24% | Information, Sums/Charges, or Product Performance. | |
| Home finance | 0 per 1000 balances outstanding | 3 | 2 | 0% | 0% | 0% | General admin/ customer service | |
| Insurance and pure protection | ||||||||
| Decumulation, life and pensions | ||||||||
| Investments | ||||||||
| Credit-related | 10.94 per 1000 accounts/loans | 13,442 | 4,063 | N/A | N/A | 40.41% | 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 399 Banking complaints have resulted from 108,308 live accounts which equates to 3.68 complaints per 1000 customer accounts.
- We received 3 new Home Finance complaints during the reporting period. The complaints related to our now closed OneBill account. This equates to 0 complaints per 1000 accounts as there are 0 live accounts
- No new Insurance & Pure Protection complaints were received during the reporting period.
- Our Credit related complaints have resulted from 1,228,201 live agreements/accounts which equates to 10.94 complaints per 1000 accounts.
Complaints Procedure
For information on how we deal with complaints please see our complaints procedure.