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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 11 August 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 296,000 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.


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
306 311 98.71% 28.62%
Home finance 211 239 99.16% 18.82%
General insurance and pure protection 41
40 100% 7.50%
Decumulation, life and pensions - - - -
Investments - - - -