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The Royal Bank of Scotland plc

Current reporting period

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:

01 January 2021 to 30 June 2021

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 65.5KB)

To put the above figures into context:

  • In H1 2021, complaints made to the Bank were down ~12% compared to H2 2020. 
  • Our 19,593 banking and credit card complaints stem from our seven million accounts. This works out as three complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received ten complaints.
  • PPI complaints represent 97% of the general insurance and pure protection category.

Previous Reporting Period

01 July 2020 to 31 December 2020

Royal Bank of Scotland plc. Complaints Data (PDF 65.4KB)

To put the above figures into context:

  • In H2 2020, complaints made to the Bank were down ~25% compared to H1 2020. 
  • Our 22,187 banking and credit card complaints stem from our seven million accounts. This works out as three complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received nine complaints.
  • PPI complaints represent 95% of the general insurance and pure protection category.