Back to main menu
Search
Search
Overlay

National Westminster Bank plc

On this page
Current reporting period
Previous Reporting Period
Downloads

Overview

  • Firm name: National Westminster Bank plc.
  • Group: NatWest Group.
  • Other firms included in this return (if any): National Westminster Home Loans Limited.
  • Brands/ trading names covered: National Westminster Bank plc.

Current reporting period

01 January 2023 to 30 June 2023

To put the below figures into context:

Overall

In H1 2023, complaints made to the Bank were up ~1.6% compared to H2 2022.

Banking & Credit Cards

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.

Home finance loans

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

PPI

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

2.31 per 1,000 accounts

N/A

63,588

64,307

34%

62%

77%

Errors / not following instructions

4.07 per 1,000 balances outstanding

N/A

4,633

4,861

28%

57%

78%

Errors / not following instructions

0.03 per 1,000 policies in force

N/A

140

227

3%

52%

47%

Unclear guidance/ arrangement

3.18 per 1,000 policies in force

N/A

30

30

0%

60%

53%

Other general admin / customer service

0.72 per 1,000 client accounts

N/A

143

181

3%

79%

68%

Other general admin/ customer service

4.92 per 1,000 loan accounts

N/A

4,906

4,701

N/A

N/A

72%

N/A

*Number of complaints opened by volume of business

Previous Reporting Period

01 July 2022 to 31 December 2022

Overall

In H2 2022, complaints made to the Bank were down ~4.5% compared to H1 2022.

Banking & Credit Cards

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.

Home finance loans

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

PPI

PPI complaints represent 35% of the general insurance and pure protection category. 

Download complaints data

Other content in this section

The Royal Bank of Scotland plc

Coutts & Company