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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 2020 covering the period 1 January – 30 June 2020. 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 OneSavings Bank Plc.

OneSavings Bank Plc is committed to excelling in the service we provide; however with over 380,000 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 & Kent Reliance Property Loans between 1 January and 30 June 2020 (inclusive).

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. 

  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






34.02% 47.61%

Delays / Timescales

Home finance 16.25 N/A 462


31.49% 53.44% 43.90%

Delays / Timescales

Insurance and pure protection 10.14 N/A 3 7 28.57% 42.86% 14.29% Unclear guidance/Arrangement
  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) 2.72 16.25 10.14
Intermediation (within the reporting period) N/A N/A N/A
  Number of complaints opened 989 462 3
  Number of complaints closed 920 451 7
  Percentage closed within 3 days 64.24% 31.49% 28.57%
  Percentage closed after 3 days but within 8 weeks 34.02% 53.44% 42.86%
  Percentage upheld 47.61% 43.90% 14.29%
  Main cause of complaints opened

Delays / Timescales

Delays / Timescales

Unclear guidance / Arrangement