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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 9 August 2024 covering the period 1 January – 30 June 2024. 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 the OSB Group.

OSB Group is committed to excelling in the service we provide; however, with over 470,000 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 FCA 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.

Most of the complaints we received were classed as ‘general administration and customer service’, which includes complaint natures such as bank error and delays.


  Number of complaints opened by volume of business
Product/service grouping Provision (at reporting period end date) Complaints Opened per 1000 accounts 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

2.91 per 1000 accounts

N/A

1308

1273

57.97%

41.40% 58.05%

Errors / not following instructions

Home finance 17.61 per 1000 accounts N/A 1089 1220 23.69% 64.02% 53.61%

Errors / not following instructions

Insurance and pure protection 0 N/A 0 0 0% 0% 0% N/A

  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) Complaints Opened per 1000 accounts 3 per 1000 accounts 17.61 per 1000 accounts 0
Intermediation (within the reporting period) N/A N/A N/A
  Number of complaints opened 1308 1089 0
  Number of complaints closed 1273 1220 0
  Percentage closed within 3 days 57.97% 23.69% 0%
  Percentage closed after 3 days but within 8 weeks 41.40% 64.02% 0%
  Percentage upheld (number only for credit related) 58.05% 53.61% 0%
  Main cause of complaints opened

Errors / not following instructions

Errors / not following instructions

N/A