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National Westminster Bank Plc

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 2025 to 30 June 2025

Overall

In H1 2025, complaints made to the Bank were up ~6.4% compared to H2 2024. 

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Banking & Credit Cards

Our 87,171 banking and credit card complaints stem from our 31.0 million accounts. This works out as 2.81 complaints per 1,000 relevant accounts.

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Home finance loans

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

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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

2.81 per 1,000 accounts

N/A

87,171

83,986

50%

44%

61%

Errors / not following instructions

5.70 per 1,000 balances outstanding

N/A

6,580

6,731

58%

36%

55%

Product performance / features

0.55 per 1,000 policies in force

N/A

83

81

21%

75%

5%

Unclear guidance / arrangement

3.14 per 1,000 policies in force

N/A

41

41

0%

46%

68%

Other general admin / customer service

1.07 per 1,000 client accounts

N/A

245

246

1%

76%

72%

Other general admin / customer service

6.55 per 1,000 loan accounts

N/A

6,468

6,315

N/A

N/A

50%

N/A

Previous reporting period

01 July 2024 to 31 December 2024

Overall

In H2 2024, complaints made to the Bank were down ~0.3% compared to H1 2024.

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Banking & Credit Cards

Our 81,022 banking and credit card complaints stem from our 29.7 million accounts. This works out as 2.73 complaints per 1,000 relevant accounts.

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Home finance loans

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

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