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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 09 August 2019 covering the period 1 January – 30 June 2019. 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 370,000 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 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






41.19% 48.84% General admin/customer service
Home finance 15.08 N/A 396 353 38.24% 60.05% 45.90% General admin/customer service
Insurance and pure protection 212.39 N/A 72 103 51.45% 46.60% 7.76% Unclear guidance/arrangement
Credit related N/A N/A N/A N/A N/A N/A N/A N/A
  Product/service grouping Banking and credit cards Home finance Insurance and pure protection Credit related
Number of complaints opened by volume of business Provision (at reporting period end date) 2.51 15.08 212.39 N/A
Intermediation (within the reporting period) N/A N/A N/A N/A
  Number of complaints opened 867 396 72 N/A
  Number of complaints closed 823 353 103 N/A
  Percentage closed within 3 days 57.83% 38.24% 51.45% N/A
  Percentage closed after 3 days but within 8 weeks 41.19% 60.05% 46.60% N/A
  Percentage upheld 48.84% 45.90% 7.76% N/A
  Main cause of complaints opened General admin/customer service General admin/customer service Unclear guidance / arrangement N/A