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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 2019 covering the period 1 July – 31 December 2018. 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 330,000 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 July and 31 December 2018 (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.



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

2.33

N/A

724

711

62.16%

37.41% 40.64% General admin/customer service
Home finance 14.31 N/A 360 344 38.37% 60.75% 45.34% General admin/customer service
Insurance and pure protection 163.04 N/A 60 56 42.85% 21.42% 3.57% Unclear guidance/arrangement
Product/service grouping Banking and credit cards Home finance Insurance and pure protection
Provision (at reporting period end date) 2.33 14.31 163.04
Intermediation (within the reporting period) N/A N/A N/A
Number of complaints opened 724 360 60
Number of complaints closed 711 344 56
Percentage closed within 3 days 62.16% 38.37% 42.85%
Percentage closed after 3 days but within 8 weeks 37.41% 60.75% 21.42%
Percentage upheld 40.64% 45.34% 3.57%
Main cause of complaints opened General admin/customer service General admin/customer service Unclear guidance / arrangement