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 2024: We were one of only 32 organisations awarded Feefo’s Exceptional Service Badge for 2024, in addition to receiving Platinum and Gold Trusted Awards.
External awards for products and services
Progress made in 2024: The quality of our service provision is reflected by external recognition, and in 2024 this included:
V12 Retail Finance: Winner Best Retail Finance Provider (Interiors Monthly) and Finalist Best Consumer Credit Product (Credit Strategy 2024 Credit Awards).
STB Commercial Finance: Winner Asset Based Lender of the Year (Insider Media Midlands Dealmakers Awards 2024).
HM Government Cyber Essentials Plus certificate
Progress made in 2024: We maintained the National Cyber Security Centre’s Cyber Essentials Plus accreditation.
Recognition for Customer Service Excellence
Recognition is built into our culture and directly linked to our purpose and values. We have created a number of opportunities to recognise colleagues who show excellence when it comes to demonstrating our values, one of which is ‘Customer Focus’. These range from everyday ‘e-thank yous’ linked to our values, and our annual flagship ‘Outstanding Achievers’ special event, to our quarterly Customer Trust Award. At the end of each quarter, employees who receive one of our Be Valued.
Awards for ‘Customer Focus’ are put forward for a Customer Trust Award, which is judged by senior colleagues who sit on our Customer Experience Best Practice Working Group. One of the standout winners in 2024 was Toni Melissa, one of our Collections advisers.
The Customer Trust Award recognises colleagues across all our businesses and support functions who deliver good customer outcomes. Toni was also nominated as a ‘Customer Service Hero’ during National Customer Service Week for handling challenges effectively and exceeding expectations.
If you would like to know more, we'd love to hear from you.
For further information or to send notifications regarding the share capital or your shareholding in Secure Trust Bank, please email the Company Secretary.