Complaints publication record

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 2024 covering the period 1 July – 31 December 2023. 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.