Back to main menu
Search
Search
Overlay

Coutts & Company

On this page
Current reporting period
Previous Reporting Period
Downloads

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 2023 to 30 June 2023

To put the below figures into context:

Banking & Credit Cards

Our 1,552 banking and credit card complaints stem from our 274,000 accounts. This works out at just under six complaints per 1,000 relevant accounts.

Home finance loans

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

Insurance & pure protection products

We received less than one complaint for every 1,000 protection policies held by our clients.

Investments

We received just over two complaints for every 1,000 investments we manage for our clients.

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

5.67 per 1000 accounts

N/A

1,552

1,626

21%

75%

54%

Other general admin / customer service

10.24 per 1000 accounts

N/A

129

130

10%

62%

68%

Other general admin / customer service

0.83 per 1000 accounts

N/A

10

11

18%

73%

18%

Other general admin / customer service

1.12 per 1000 accounts

N/A

5

10

0%

50%

80%

Delays / Timescales

2.05 per 1000 accounts

N/A

90

106

3%

61%

75%

Other general admin / customer service

18

26

12%

50%

69%

Other general admin / customer services

*Number of complaints opened by volume of business

Download complaints data

Other content in this section

The Royal Bank of Scotland plc

National Westminster Bank plc