Overlay

Coutts & Company

Firm name:

Coutts & Company.

 

Group:

NatWest Group.

 

Other firms included in this return (if any):

None.

 

Period covered in this report:

01 July 2019 to 31 December 2019

 

Brands/ trading names covered:

Coutts & Company.

Coutts Complaints Data (PDF 69KB)

To put these figures into context:

  • Complaints made to Coutts were down 7% compared to H1 2019.
  • Our 1,152 banking and credit card complaints stem from our 225 thousand accounts. This works out as just over five complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received approximately eight complaints.
  • We received less that one complaint for every 1,000 investments we manage for our clients.
  • We received five complaints regarding decumulation and pensions. Coutts is a pensions intermediary, and so record complaints in relation to policies sold, of which there were 76, none of which were subject to a complaint or related to advice given.

Previous Reporting Period

01 January 2019 to 30 June 2019.

Previous Reporting Period Complaints Data (PDF 56KB)

To put these figures into context:

  • Complaints made to Coutts were down 13% compared to H2 2018.
  • Our 1,229 banking and credit card complaints stem from our 223 thousand accounts. This works out as five and a half complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received ten complaints.
  • We received less that one complaint for every 1,000 investments we manage for our clients.
  • We received four complaints regarding decumulation and pensions. Coutts is a pensions intermediary, and so record complaints in relation to policies sold, of which there were 59, none of which were subject to a complaint.