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Coutts & Company

Firm name:

Coutts & Company.

 

Group:

NatWest Group.

 

Other firms included in this return (if any):

None.

 

Period covered in this report:

01 January 2020 to 30 June 2020

 

Brands/ trading names covered:

Coutts & Company.

Coutts Complaints Data (PDF 68KB)

To put these figures into context:

  • Complaints made to the Bank were down 19% compared to H2 2019.  
  • Our 856 banking and credit card complaints stem from our 226,000 accounts. This works out at under four 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 pensions our clients arranged with us. 
  • We received less that one complaint for every 1,000 investments we manage for our clients.

Previous Reporting Period

01 July 2019 to 31 December 2019.

Previous Reporting Period Complaints Data (PDF 56KB)

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.