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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 12 February 2020 covering the period 1 July – 31 December 2019. This complaint data is also published by our regulator, the Financial Conduct Authority (FCA). 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 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 & Reliance Property Loans between 1 July and 31 December 2019 (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






34.77% 35.90% General admin/customer service
Home finance 14.47 N/A 399 356 36.24% 55.05% 47.19% General admin/customer service
Insurance and pure protection 519.35 N/A 161 161 0% 93.79% 2.48% 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) 1.36 14.47 519.35
Intermediation (within the reporting period) N/A N/A N/A
  Number of complaints opened 476 399 161
  Number of complaints closed 440 356 161
  Percentage closed within 3 days 62.5% 36.24% 0%
  Percentage closed after 3 days but within 8 weeks 34.77% 55.05% 93.79%
  Percentage upheld 35.90% 47.19% 2.48%
  Main cause of complaints opened General admin/customer service General admin/customer service Unclear guidance / arrangement