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The number of customer complaints we receive and how we deal with them is recorded and published every half year, if our reportable complaints are equal to, or greater than 500. This is our latest data published on 12 February 2018 covering the period 1 July – 31 December 2017. This complaint data is also published by our regulator, the Financial Conduct Authority (FCA). This data relates to Kent Reliance and Reliance Property Loans, trading names of OneSavings Bank Plc.

On 30 June 2016, the FCA implemented new changes to the Dispute Resolution Rules, which firms are obliged to ensure are followed. We have always treated every complaint with the utmost seriousness and while we are now reporting our complaints in a new format, we have not changed our approach.

OneSavings Bank Plc is committed to excelling in the service we provide; however with over 300,000 current savings and mortgage accounts, things may sometimes go wrong. When we do make a mistake, we make every effort to try and rectify it as quickly as possible and to ensure that it doesn’t happen again in the future. We have a dedicated Customer Relations team who will always aim to investigate and resolve complaints promptly and to our customers’ satisfaction.

Our Complaints Data explained

The complaints tables below provide a breakdown of all complaints made to Kent Reliance & Reliance Property Loans between July and December 2017.

The FCA also now requires firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the first three categories in the first column of each table (labelled ‘Provision’). The FCA however do not require firms to provide this context for credit related activities.

In the last column of each table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as ‘general administration and customer service’, which includes things like bank error and delays. Again, this is not captured by the FCA for credit related activities.



Product/service grouping Provision (at reporting period end date) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Upheld Main cause of complaints opened
Banking and credit cards 2.27 615 609 68.30% 31.52% 33.66% General admin/customer service
Home finance 17.65 434 430 46.04% 53.48% 41.62% General admin/customer service
Insurance and pure protection 166.27 70 67 31.34% 67.16% 0.00% Unclear guidance/arrangement
Credit related  N/A  10 N/A N/A  4  N/A
Product/service grouping Banking and credit cards Home finance Insurance and pure protection
Provision (at reporting period end date) 1.91 19.74 42.86
Number of complaints opened 482 418 24
Number of complaints closed 479 411 24
Percentage closed within 3 days 64.50% 49.15% 25%
Percentage closed after 3 days but within 8 weeks 35.49% 50.85% 75%
Percentage upheld 32.57% 32.60% 0.00%
Main cause of complaints opened General admin/customer service General admin/customer service Unclear guidance / arrangement