Our Vision and Values

Value driven business

We have always been a business which is about putting people first and that culture is a perfect fit with Secure Trust Bank’s promise to deliver straightforward, transparent banking. We believe passionately that it is our core values that set us apart from the competition, and that is why they are at the heart of everything we do.

Customer Focused

We see every contact with you as an opportunity to exceed expectations by listening and building our relationship.

Risk Aware

We take responsibility for keeping our customers safe.


You can rely on us to be open and honest with you, if we say we will do it – we will and if it cannot be done we will say that too.


We will work as a team to make it easy for you to do business.

Performance Driven

We measure our performance to identify what we do well and what we can do better.

Future Orientated

We will listen, adapt and keep our innovations clear and simple.

Investment where it counts

Our investment in the business means we have a highly experienced, engaged and motivated team, supported by secure and robust systems, processes and infrastructure. It is this approach that ensures we have a business that we are proud of and it also means that we have picked up a number of impressive accreditations.

Customer Service

This independent standard drives customer focused change within businesses and brings professional high level customer service concepts into standard practice. The programme provides our colleagues with the tools, framework and ways of thinking to have more engaged and meaningful conversations with customers. This has allowed us to improve behaviours throughout the business resulting in a positive impact on the way that our team engages with our customers.


We hold the CSA Collector Accreditation Initiative ‘Company Accreditation’. This certification demonstrates the continuous professional standard of our collection advisors, ensuring that all staff behaviour is of the highest standard when engaging with customers. Debt Managers often appears in the monthly CSA Review (Training Updates) as one of the top three member companies with the highest average score.

ISO 9001

With quality at the heart of our business we operate under the highest quality control procedures. This commitment is underscored by our ISO 9001‐certification which challenges us to continually improve our processes and approaches, ensuring we deliver quality services to both our clients and customers.


In 2017 The Secure Trust Bank Group was awarded the Investors in People Gold Standard across its entire business network. This means our clients are working in partnership with an organisation which leads, manages and supports its teams to the highest standards. It also underlines our clear vision, strong ethical stance and commitment to staff development and engagement, and acknowledges that the strategy and values of Secure Trust Bank are effectively embedded throughout all our operations.