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Coutts & Company

Overview

  • Firm name: Coutts & Company.
  • Group: NatWest Group.
  • Other firms included in this return (if any): None.
  • Brands/ trading names covered: Coutts & Company.

Current reporting period

01 January 2025 to 30 June 2025

Overall

In H1 2025, complaint volumes were down 5.6% (vs H2 2024).

Information Message

Banking & Credit Cards

Our 1,459 banking and credit card complaints stem from our 291,000 accounts. This works out at over five complaints per 1,000 relevant accounts.

Information Message

Home finance loans

For every 1,000 home finance loans that we had outstanding, we received over seven complaints.

Information Message

Investments

We received more than two complaints for every 1,000 investments we manage for our clients.

Information Message

Provision (at reporting period and end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

5.01 per 1,000 accounts

N/A

1,459

1,433

50%

49%

43%

Other general admin / customer service

7.32 per 1,000 balances outstanding

N/A

84

82

18%

72%

52%

Other general admin / customer service

1.01 per 1,000 policies in force

N/A

13

13

54%

38%

54%

Other general admin / customer service

2.83 per 1,000 policies in force

N/A

13

15

0%

40%

67%

Other general admin / customer service

2.15 per 1,000 client accounts

N/A

107

101

4%

69%

74%

Other general admin / customer service

25

25

24%

72%

36%

Other general admin / customer services