How to complain

At Kent Reliance we’re committed to giving you the best service at all times. However, if we don’t deliver the standard of service you expect, or if we make a mistake, we need to know so we can put things right. So if you’re unhappy with any aspect of our service, please tell us. We will investigate the situation and set about putting it right as quickly as we can.

To make it as easy as possible for you, you can find the information on this page on a PDF called How we'll put things right:

• For Savings customers click here to view the PDF
• For Mortgage customers click here to view the PDF

How to make a complaint

You can telephone, write or send an email (please include your account number and a daytime contact number) detailing your complaint to our Head Office at:

Kent Reliance
OneSavings Bank
Sunderland
SR43 4AB
T: 01634 848944
E: customercomplaints@krbs.com*

Opening times
Monday - Thursday 8am - 7pm
Friday 8am - 6pm
Closed weekends and Bank Holidays

or contact a member of staff at one of our branches located throughout the south of England.

^* Please only use email to request a call back. As email isn't a secure channel, please don't include any sensitive or financial information in addition to your account number and telephone number in any messages you send.

What happens next?

We aim to resolve all complaints by the close of three working days after the date the complaint is received. If this isn’t possible, we’ll send you a written acknowledgement confirming your complaint has been received, together with full details of the person who is handling it.

In exceptional cases we may require up to eight weeks, or 35 working days for some complaints about electronic payments, to fully investigate your complaint and issue you with our final response.

If you’re still not satisfied or if eight weeks have passed since you first raised your complaint with us, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). We’ll send you instructions of how to do so at that point.

We subscribe to the Financial Ombudsman Service

The Financial Ombudsman Service (FOS) provides consumers with a free independent service for resolving disputes with financial organisations.

The FOS will only investigate a case when the financial institution has had the opportunity to put things right. They allow Kent Reliance up to eight weeks to deal with your complaint. If you are still not satisfied, you must take your complaint to FOS no later than six months from the date of our final response letter.

Visit the FOS website for more information on complaint eligibility and how to take a complaint to them. Their address is:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
T: 0800 023 4567
E: complaint.info@financial-ombudsman.org.uk