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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 11 August 2023 covering the period 1 January – 30 June 2023. This complaint data is also published by our regulator, the Financial Conduct Authority (FCA). This data relates to Kent Reliance and Kent Reliance Property Loans, trading names of the OSB Group.

OSB Group is committed to excelling in the service we provide; however, with over 440,000 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 FCA 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’).

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.

Most of the complaints we received were classed as ‘general administration and customer service’, which includes complaint natures such as bank error and delays.


  Number of complaints opened by volume of business
Product/service grouping Provision (at reporting period end date) Complaints Opened per 1000 Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld (number only for credit related) Main cause of complaints opened
Banking and credit cards

4

N/A

1377

1790

36.42%

29.66% 64.13%

General Admin / Customer Service

Home finance 23 N/A 1275 1670 21.80% 36.59% 60.48%

General Admin / Customer Service

Insurance and pure protection 0 N/A 0 0 0% 0% 0% N/A

  Product/service grouping Banking and credit cards Home finance Insurance and pure protection
Number of complaints opened by volume of business Provision (at reporting period end date) Complaints Opened per 1000 4 23 0
Intermediation (within the reporting period) N/A N/A N/A
  Number of complaints opened 1377 1275 0
  Number of complaints closed 1790 1670 0
  Percentage closed within 3 days 36.42% 21.80% 0%
  Percentage closed after 3 days but within 8 weeks 29.66% 36.59% 0%
  Percentage upheld (number only for credit related) 64.13% 60.48% 0%
  Main cause of complaints opened

General Admin / Customer Service

General Admin / Customer Service

N/A