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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 14 February 2022 covering the period 1 July – 31 December 2022. 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.

The OSB Group is committed to excelling in the service we provide; however, with over 390,000 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 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’).

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 and mortgage disputes relating to sums and charges.


  Number of complaints opened by volume of business
Product/service grouping Provision (at reporting period end date) 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

1.58

N/A

543

579

53.37%

46.46% 38.34%

General Admin / Customer Service

Home finance 11.60 N/A 577 556 30.57% 68.52% 48.02%

Disputes over sums / charges

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) 1.58 11.60 0
Intermediation (within the reporting period) N/A N/A N/A
  Number of complaints opened 543 577 0
  Number of complaints closed 579 556 0
  Percentage closed within 3 days 53.37% 30.57% 0%
  Percentage closed after 3 days but within 8 weeks 46.46% 68.52% 0%
  Percentage upheld 38.34% 48.02% 0%
  Main cause of complaints opened

General Admin / Customer Service

Disputes over sums / charges

N/A