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Complaints publication record

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 2015. This complaint data is also published by our regulator, the Financial Conduct Authority. This data relates to Kent Reliance and Reliance Property Loans, trading names of OneSavings Bank Plc.

OneSavings Bank Plc is committed to excelling in the service we provide; however with over 285,000 current mortgage and savings accounts, things may sometimes go wrong.  When this happens, our dedicated complaints department will always aim to investigate and resolve complaints promptly and to our customer’s satisfaction.

Complaints publication record

Firm name: OneSavings Bank plc

Period covered in this report: 1 July to 31 December 2014

Brands/trading names covered: Kent Reliance, Reliance Property Loans

Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking
Savings (including Cash ISA) and other banking products
391 386 99.48% 56.21%
Home finance 221 223 97.75% 25.11%
General insurance and pure protection 27 29 96.55% 6.89%
Decumulation, life and pensions - - - -
Investments - - - -