We are a relationship bank for a digital world. We champion potential; breaking down barriers and building financial confidence. Find out more about how we do that.
It’s easy to get in touch with us. If you’re a customer, media, or an investor, use these details to contact us directly.
Find out more about our Board of Directors and Executive management team, and view key governance documents.
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.
We’ve got information on topics such as employing staff and business planning. Take a look at our reports and policies.
We are building a simple, safe & more customer focused bank.
View the financial results of NatWest Group and our subsidiaries alongside other presentations to investors.
Read our recent company announcements and search the archive for historic filings.
Manage your shareholding online or view information on shareholder meetings, the share price and dividends declared.
Find out more about our credit ratings and issuance across the Group including Green, Social and Sustainable bonds.
Read about our purpose in action and view our recent disclosures on environmental, social and governance issues.
Take a look at our recent stories and insights.
Find all media contacts and resources from NatWest Group.
01 January 2023 to 30 June 2023
To put the below figures into context:
In H1 2023, complaints made to the Bank were up ~1.6% compared to H2 2022.
Our 63,588 banking and credit card complaints stem from our 28 million accounts. This works out as two complaints per 1,000 relevant accounts.
For every 1,000 home finance loans that we had outstanding, we received four complaints.
PPI complaints represent 11% of the general insurance and pure protection category.
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
2.31 per 1,000 accounts
N/A
63,588
64,307
34%
62%
77%
Errors / not following instructions
Home finance
4.07 per 1,000 balances outstanding
4,633
4,861
28%
57%
78%
Insurance and pure protection
0.03 per 1,000 policies in force
140
227
3%
52%
47%
Unclear guidance/ arrangement
Decumulation and pensions
3.18 per 1,000 policies in force
30
0%
60%
53%
Other general admin / customer service
Investments
0.72 per 1,000 client accounts
143
181
79%
68%
Other general admin/ customer service
Credit related
4.92 per 1,000 loan accounts
4,906
4,701
72%
*Number of complaints opened by volume of business
01 July 2022 to 31 December 2022
In H2 2022, complaints made to the Bank were down ~4.5% compared to H1 2022.
Our 61,365 banking and credit card complaints stem from our 27 million accounts. This works out as two complaints per 1,000 relevant accounts.
For every 1,000 home finance loans that we had outstanding, we received five complaints.
PPI complaints represent 35% of the general insurance and pure protection category.
The Royal Bank of Scotland plc
Coutts & Company