Overlay

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 July 2023 to 31 December 2023

To put the below figures into context:

Banking & Credit Cards

Our 1,300 banking and credit card complaints stem from our 280,500 accounts. This works out at under five complaints per 1,000 relevant accounts.

Home finance loans

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

Insurance & pure protection products

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

Investments

We received more than one complaint 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

4.63 per 1,000 accounts

N/A

1300

1332

32%

64%

52%

Other general admin / customer service

8.43 per 1,000 balances outstanding

N/A

104

125

13%

70%

62%

Other general admin / customer service

0.82 per 1,000 policies in force

N/A

10

11

36%

64%

27%

Other general admin / customer service

1.48 per 1,000 policies in force

N/A

7

6

0%

83%

67%

Other general admin / customer service

1.45 per 1,000 client accounts

N/A

65

92

1%

61%

55%

Other general admin / customer service

25

28

11%

64%

61%

Other general admin / customer services