Firm analysis

Secure Trust Bank Plc complaint analysis

A public analysis page covering published Financial Ombudsman decisions involving Secure Trust Bank Plc, including outcome context, product mix, complaint themes, and representative cases.

Page summary

554 published decisions involving Secure Trust Bank Plc, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.

Published decisions

554

Firm-specific decision volume in the public corpus

Upheld rate

54.7%

303 upheld decisions

Latest published decision 18 Aug 2025

Published decisions

554

Firm-specific decision volume in the public corpus

Upheld rate

54.7%

303 upheld decisions

Leading product

Banking and credit

189 decisions

Leading complaint theme

Delay In Claim Handling

30 tagged decisions

Secure Trust Bank Plc at a glance

Secure Trust Bank Plc appears in 554 published decisions in this corpus. 54.7% of those decisions were upheld, which gives a public view of how often complaints involving this firm ended in a fully upheld outcome in the final published set.

Banking and credit is the firm’s clearest product exposure in the published decisions, with 189 decisions and an upheld rate of 41.8%.

  • Latest active year in the published data: 2025 (36 decisions)
  • Most common complaint theme: Delay In Claim Handling
  • Most common precedent signal: Consumer Credit Act 1974

Volume and outcome trajectory

Secure Trust Bank Plc's decision trail runs from 2013 to 2025. That range gives enough public history to see whether complaint exposure has been broad-based or concentrated into certain years.

In the latest year represented here, Secure Trust Bank Plc appeared in 36 published decisions with an upheld rate of 36.1%.

  • 2025: 36 decisions, 36.1% upheld
  • 2024: 52 decisions, 42.3% upheld
  • 2023: 36 decisions, 27.8% upheld
  • 2022: 24 decisions, 29.2% upheld
  • 2021: 35 decisions, 31.4% upheld

Themes, products, and precedent signals

Delay In Claim Handling is the strongest complaint-theme signal tied to Secure Trust Bank Plc in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.

Consumer Credit Act 1974, Section 75 Cca, Section 140a Cca are the most visible precedent signals in the firm’s published decisions. That gives extra context on the rules and fairness arguments appearing most often around the firm.

  • Banking and credit: 189 decisions
  • Second complaint theme: Affordability Assessment Failure
  • Second precedent signal: Section 75 Cca

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-549143118 Aug 2025Not upheld

Secure Trust Bank Plc · Consumer Credit

DRN-5491431 The complaint Mr B is unhappy with how Secure Trust Bank Plc trading as Moneyway dealt with communication about a compensation payment relating to a car they’d supplied to him under a hire purchase agreement. What happened In February 2018, Mr B was supplied with a used car... (3 pages)

View source decision
DRN-553928918 Aug 2025Upheld

Secure Trust Bank Plc · Consumer Credit

DRN-5539289 The complaint Ms S complains that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (Moneyway) was of an unsatisfactory quality. When I refer to what Ms S or Moneyway have said or done, it should also be taken to include th... (3 pages)

View source decision
DRN-575585018 Aug 2025Not upheld

Secure Trust Bank Plc · Consumer Credit

DRN-5755850 The complaint Mr C complains Secure Trust Bank Public Limited Company, trading as V12 Retail Finance (which I’ll call “V12”), unfairly rejected his section 75 claim for a sofa he says was mis-sold. What happened I issued my provisional decision on 1 August 2025. An extract ... (4 pages)

View source decision
DRN-560700914 Aug 2025Not upheld

Secure Trust Bank Plc · Consumer Credit

DRN-5607009 The complaint Mr L complains that Secure Trust Bank Plc trading as Moneyway (“Moneyway”) entered into a Hire Purchase agreement with him when it was unaffordable. Mr L has brought his complaint using a professional representative but for ease I will refer to Mr L throughout... (4 pages)

View source decision
DRN-557660005 Aug 2025Upheld

Secure Trust Bank Plc · Banking and Payments

DRN-5576600 The complaint Mr B is unhappy with Secure Trust Bank Plc. Mr B said he gave specific instructions to Secure Trust around the dates he wanted it to take action on the ISA transfer. He said his requests were not followed. Mr B was unhappy about missing out on one day’s interes... (7 pages)

View source decision