We take serious precautions to minimise risk but mistakes can sometimes happen. While these are unintentional, delays or issues within our product may exist. Some of these are caused by outages which sometimes are not in our control. What we do care about is you, whether you are our current or future member and we take pride in how we can go above and beyond to fix things for you. Mistakes are not something we shy away from, so dealing with any of your complaints gives us the opportunity to do right by you and learn so that we can be better next time.
The following table shows how many complaints we received and how quickly we dealt with them.
We submit this data to the every six months.
1 October 2025 to 31 March 2026
|
Banking & Credit Cards |
Credit Related |
| Provision (at reporting period end date) |
4.33 per 1,000 accounts |
4.80 per 1,000 accounts |
| Number of complaints opened |
408 |
243 |
| Number of complaints closed |
386 |
227 |
| Percentage closed within 3 days |
5.96% |
3.96% |
| Percentage closed after 3 days but within 8 weeks |
94.04% |
96.04% |
| Percentage upheld |
34.72% |
33.92% |
| Main cause of complaints opened |
General admin or customer service |
General admin or customer service |
1 April 2025 to 30 September 2025
|
Banking & Credit Cards |
Credit Related |
| Provision (at reporting period end date) |
6.00 per 1,000 accounts |
5.57 per 1,000 accounts |
| Number of complaints opened |
310 |
210 |
| Number of complaints closed |
299 |
206 |
| Percentage closed within 3 days |
25.75% |
22.82% |
| Percentage closed after 3 days but within 8 weeks |
74.25% |
77.18% |
| Percentage upheld |
40.47% |
40.78% |
| Main cause of complaints opened |
General admin or customer service |
General admin or customer service |
