Complaints publication record - Kent Reliance
Accessibility background

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 10 August 2018 covering the period 1 January – 30 June 2018. 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 300,000 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 January and 30 June 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’). The FCA however does not require firms to provide this context for credit related activities.

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. Again, this is not captured by the FCA for credit related activities.

Product/service grouping Provision (at reporting period end date) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Upheld Main cause of complaints opened
Banking and credit cards





30.01% 40.82% General admin/customer service
Home finance 9.36 434 390 53.84% 45.89% 46.92% General admin/customer service
Insurance and pure protection 337.63 131 123 56.09% 43.08% 0.81% Unclear guidance/arrangement
Credit related  N/A  15 17 N/A N/A  8 Home credit loan agreements
Product/service grouping Banking and credit cards Home finance Insurance and pure protection
Provision (at reporting period end date) 3.26 9.63 337.63
Number of complaints opened 952 434 131
Number of complaints closed 943 390 123
Percentage closed within 3 days 69.98% 53.84% 56.09%
Percentage closed after 3 days but within 8 weeks 30.01% 45.89% 43.08%
Percentage upheld 40.82% 46.92% 0.81%
Main cause of complaints opened General admin/customer service General admin/customer service Unclear guidance / arrangement