Complaint Data 2019 H2
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.
- 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 July 2019 to 31 December 2019
- Brands/trading names covered
- Secure Trust Bank PLC, Moneyway, OneBill, V12 Retail 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 | 3.73 per 1000 accounts | - | 190 | 198 | 38% | 62% | 48% | General admin / customer service |
| Home finance | 2.15 per 1000 balances outstanding | - | 33 | 33 | 64% | 36% | 64% | General admin / customer service |
| Insurance and pure protection | 62.78 per 1000 policies in force | - | 141 | 153 | 18% | 81% | 1% | Advising, selling and arranging |
| Decumulation, life and pensions | ||||||||
| Investments | ||||||||
| Credit-related | 5.55 (Recommended only) per 1000 accounts/loans | N/A | 2749 | 2865 | 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 190 Banking complaints have resulted from 50,889 live accounts which equates to 3.73 complaints per 1000 customer accounts.
- For every 1000 Home Finance loans we had outstanding we received 2.15 complaints (All of these complaints relate to our OneBill budgeting account. There were no STB Mortgage complaints during the reporting period).
- Our 141 General Insurance complaints equates to 62.78 complaints per 1000 policies as there are currently 2,246 live agreements.
- Our Credit related complaints have resulted from 774,865 live agreements which equates to 3.55 complaints per 1000 accounts.
Complaints Procedure
For information on how we deal with complaints please see our complaints procedure.