Complaint Data 2014 H1
We pride ourselves on the quality of service that we provide 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 quality assurance processes and provides us with data that we can analyse to identify the root causes of complaints 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 volume 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 2014 - 30 June 2014
- Brands/trading names covered
- Secure Trust Bank PLC, Moneyway, OneBill
| Banking | Home Finance | General Insurance & Pure Protection | |
|---|---|---|---|
| Number of Complaints Opened | 428 | 43 | 95 |
| Number of Complaints Closed | 414 | 42 | 89 |
| Complaints Closed Within 8 Weeks (%) | 94% | 100% | 99% |
| Closed Complaints Upheld* By Firm (%) | 57% | 67% | 8% |
*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 428 Banking complaints have resulted from just over 163,274 accounts which equates to 2.62 complaints per 1,000 accounts
- For every 1,000 Home Finance loans we had outstanding we received 1.85 complaints (These complaints relate to our OneBill budgeting account)
- Our 95 General Insurance complaints equates to 8.95 complaints per 1,000 policies.
Complaints Procedure
For information on how we deal with complaints please see our internal complaints procedure.