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How do we drive growth and support the financial lives of our personal, business and corporate customers? Through our brilliant banking brands. Check out the wide range of financial products and services we offer.
Strong relationships with millions of customers are at the heart of our workforce. We are committed to having a motivated and inclusive workforce who are engaged and passionate about serving customers.
We are a relationship bank for a digital world. We are driven by our purpose and enabled by our strategy. We remove barriers to create strong enterprises. We turn ambition into action to help tackle climate change. And we build financial capability through learning. By supporting our customers at every stage of their lives, we can build long-term value, invest for growth, make a positive contribution to society and drive sustainable returns for shareholders.
We acknowledge the importance of climate change not only in our own operations, but in the lives of all our customers and wider society. Protecting and restoring our natural world can make a substantial contribution to both climate change mitigation and adaptation.
If our customers do well, if our economy does well and if our communities do well, then we all succeed. We have the potential to make a real difference to people’s lives.
Our purpose-led business strives to put the needs of people and planet at the heart of everything we do. To do this, we are building a bank that is safe, simple and smart. Our ambition is to help all our customers, colleagues, communities, shareholders and suppliers to thrive.
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We are building a simple, safe & more customer focused bank.
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01 January 2023 to 30 June 2023
To put the below figures into context:
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.
For every 1,000 home finance loans that we had outstanding, we received just over ten complaints.
We received less than one complaint for every 1,000 protection policies held by our clients.
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
Controls
Banking and credit cards
5.67 per 1000 accounts
N/A
1,552
1,626
21%
75%
54%
Other general admin / customer service
Home finance
10.24 per 1000 accounts
129
130
10%
62%
68%
Insurance and pure protection
0.83 per 1000 accounts
10
11
18%
73%
Decumulation and pensions
1.12 per 1000 accounts
5
0%
50%
80%
Delays / Timescales
Investments
2.05 per 1000 accounts
90
106
3%
61%
Credit related
18
26
12%
69%
Other general admin / customer services
*Number of complaints opened by volume of business
01 July 2022 to 31 December 2022
Our 1,932 banking and credit card complaints stem from our 264,000 accounts. This works out at just over seven complaints per 1,000 relevant accounts.
For every 1,000 home finance loans that we had outstanding, we received just over fourteen complaints.
We received just over two complaints for every 1,000 pensions we manage for our clients.
We received more than two complaints for every 1,000 investments we manage for our clients.
The Royal Bank of Scotland plc
National Westminster Bank plc