Additional support

We recognise that certain customers are at greater risk of poor outcomes when dealing with their finances and vulnerability can arise for a wide range of reasons.

No matter what support you need, or situation you’re facing, we’re here to help in any way we can. We know there’s no one-size-fits-all approach, so we’ll take the time to understand your needs and respond with sensitivity, respect and compassion.

Here are just some of the ways we’re committed to supporting our customers:

• We promise to remain open and approachable, and to listen and respond to our customers with sensitivity and respect
• We’ll treat every customer as an individual and do everything we can to understand and support their needs
• Our policies, products and services will be regularly reviewed and updated, to help improve the overall customer experience
• Our colleagues will be provided with the skills and training they need to support all customers
• Our communications will remain clear, accessible and easy to understand
• If further help is needed, we’ll signpost to other relevant organisations, such as charities and advice services

If you have any questions or concerns about any aspect of managing your account, or want to speak to someone about any extra support you need, there are a variety of ways you can contact us:

• To speak to someone in confidence, call us on the following numbers:
• For new savings customers, call 0345 122 0022
• For existing savings customers, call 0345 122 1122
• For mortgage customers, call 0345 122 0033
• Write to us at OneSavings Bank, Sunderland, SR43 4AB
• Email us at mail@krbs.com - Please only use email for general enquiries or to request a call back. As email isn't a secure channel, please don't include any sensitive or financial information in any messages you send. Please visit our Protecting yourself against fraud and scams page for more information.
• Alternatively, if you’re an existing customer with an online account, you can contact us using secure message.
• For savings customers, you can visit us in one of our branches.

The details you provide to us will be used sensitively to help us support you with managing your account and in line with our Privacy Notice, which you can view at https://www.kentreliance.co.uk/legal/privacy-policy. We’ll be happy to answer any questions you have about how we process your personal information when you contact us.