Customer Trust
Our Focus
Our aim is to build the trust of our customers through the way we treat them, by enhancing our customers’ experience, achieving high standards of customer service excellence and through the outcomes we enable for them.
Measures, Disclosures and Progress
Feefo Trusted Awards
Progress made in 2025: We were awarded Platinum and Gold Feefo Trusted Service Awards for our Savings and Retail Finance businesses.
External awards for products and services
Progress made in 2025: Our commitment to delivering quality products and services was recognised through industry awards in 2025, including Feefo’s Exceptional Service award and business specific awards:
Savings: Five-star service award for personal savings for ease of account opening (Moneyfacts)
Retail Finance: Winner of Best Retail Finance Provider for the seventh consecutive year (Interiors Monthly), Finalist for Best Consumer Credit Product (Credit Strategy Credit Awards)
Commercial Finance: Winner of Alternative Funder of the Year for the second consecutive year (Midlands Insider Dealmakers Awards), Winner Asset Based Lender of the Year (Real Deals Private Equity Awards).
HM Government Cyber Essentials Plus certification
Progress made in 2025: We maintained the National Cyber Security Centre’s Cyber Essentials Plus accreditation.
Trusted by Design
In 2025 we launched our new Savings mobile app, marking an important step forward in improving customer experience and strengthening trust in our digital services. Built entirely in house, the updated app provides a refreshed design, clearer navigation and improved functionality, creating a smoother and more intuitive way for customers to manage their savings.
From the outset, the project was shaped by customer needs. The new platform delivers a more accessible and reliable experience across all devices, with features specifically designed to support vulnerable customers, including those with visual impairments. By making everyday servicing easier and enabling more self service, the app reduces friction and gives customers greater confidence and control.
Developing the app internally also gives us the flexibility to deliver enhancements more quickly and tailor future features to what customers tell us matters most. This approach will reduce reliance on third party systems and deliver significant long term cost savings, supporting ongoing investment in improving our digital journeys and building long term customer trust.
If you would like to know more, we'd love to hear from you.
For further information, investor enquiries, or to send notifications regarding the share capital or your shareholding in Secure Trust Bank, please email Investor Relations.