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Coutts & Company
01 July 2023 to 31 December 2023
To put the below figures into context:
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.
For every 1,000 home finance loans that we had outstanding, we received over eight complaints.
We received less than one complaint for every 1,000 protection policies held by our clients.
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
Controls
Banking and credit cards
4.63 per 1,000 accounts
N/A
1300
1332
32%
64%
52%
Other general admin / customer service
Home finance
8.43 per 1,000 balances outstanding
104
125
13%
70%
62%
Insurance and pure protection
0.82 per 1,000 policies in force
10
11
36%
27%
Decumulation and pensions
1.48 per 1,000 policies in force
7
6
0%
83%
67%
Investments
1.45 per 1,000 client accounts
65
92
1%
61%
55%
Credit related
25
28
11%
Other general admin / customer services
*Number of complaints opened by volume of business
01 January 2023 to 30 June 2023
Our 1,532 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 just over two complaints for every 1,000 investments we manage for our clients.
The Royal Bank of Scotland plc
National Westminster Bank plc
RBS Collective Investment Funds Limited