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The Royal Bank of Scotland plc

Firm name:

The Royal Bank of Scotland plc.

 

Group:

NatWest Group.

 

Other firms included in this return (if any):

None.

 

Period covered in this report:

1 January 2020 to 30 June 2020

 

Brands/ trading names covered:

Royal Bank of Scotland plc, Lombard North Central Ltd, RoyScot Larch, Lombard Technology Services ltd, Mint Cards, Style Cards, Direct Line Loans, Churchill Loans, Lombard Loans, Direct Line Savings, The One Account Ltd, Lombard Vehicle Management Ltd, Adam & Company.

Royal Bank of Scotland plc. Complaints Data (PDF 70KB)

To put these figures into context:

  • In H1 2020, complaints made to the Bank were down ~69% compared to H2 2019. 
  • Our 24,535 banking and credit card complaints stem from our seven million accounts. This works out as four complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received seven 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

1 July 2019 to 31 December 2019

Previous Reporting Period Complaints Data (PDF 69KB)

To put these figures into context:

  • In H2 2019, complaints made to Royal Bank of Scotland plc. were up ~42% compared to H1 2019.
  • Our 34,483 banking and credit card complaints stem from our seven 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 nine 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.