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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:

1 July 2020 to 31 December 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 66KB)

To put these 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. 

Previous Reporting Period

1 January 2020 to 30 June 2020

Royal Bank of Scotland plc. Complaints Data (PDF 40KB)

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 98% of the general insurance and pure protection category.