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National Westminster Bank plc

Firm name:

National Westminster Bank plc.

 

Group:

NatWest Group.

 

Other firms included in this return (if any):

National Westminster Home Loans Limited.

 

Period covered in this report:

01 January 2020 to 30 June 2020.

 

Brands/ trading names covered:

National Westminster Bank plc.

NatWest Complaints Data (PDF 70KB)

To put these figures into context:

  • In H1 2020, complaints made to the Bank were down ~59% compared to H2 2019.
  • Our 92,335 banking and credit card complaints stem from our 25 million accounts. This works out as five complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received five complaints.
  • PPI complaints represent 97% of the general insurance and pure protection category. 
  • The PPI Complaint deadline was on 29 August 2019 and an unprecedented volume of complaints were received.  These are still being worked through, and we will update the number of complaints opened once this work is concluded.

Previous Reporting Period

01 July 2019 to 31 December 2019.

Previous Reporting Period Complaints Data (PDF 70KB)

To put these figures into context:

  • In H2 2019, complaints made to NatWest were up ~30% compared to H1 2019.
  • Our 115,315 banking and credit card complaints stem from our 24 million accounts. This works out as five complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received six complaints.
  • PPI complaints represent 99% of the general insurance and pure protection category.
  • The PPI Complaint deadline was on 29 August 2019 and an unprecedented volume of complaints were received.  These are still being worked through, and we will update the number of complaints opened once this work is concluded.