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Coutts & Company

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Current reporting period Open in new window
Previous Reporting Period Open in new window
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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 2026 to 30 June 2026

Overall

In H1 2026, complaint volumes were down 8% (vs H2 2025).

Information Message

Banking & Credit Cards

Our 1,464 banking and credit card complaints stem from our 294,000 accounts. This works out at under 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 under ten complaints.

Information Message

Investments

We received less 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

4.98 per 1,000 accounts

N/A

1,464

1,488

47%

51%

43%

Other general admin / customer service

9.87 per 1,000 balances outstanding

N/A

109

108

22%

65%

53%

Other general admin / customer service

0.89 per 1,000 policies in force

N/A

14

13

23%

77%

38%

Other general admin / customer service

5.38 per 1,000 policies in force

N/A

26

32

6%

63%

63%

Other general admin / customer service

4.84 per 1,000 client accounts

N/A

80

78

12%

82%

73%

Other general admin / customer service

21

22

18%

73%

32%

Other general admin / customer services

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