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The Royal Bank of Scotland plc

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Current reporting period
Previous Reporting Period
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Overview

  • Firm name: The Royal Bank of Scotland plc.
  • Group: NatWest Group.
  • Other firms included in this return (if any): None.
  • 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.

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 down ~3% compared to H2 2022. 

Banking & Credit Cards

Our 15,292 banking and credit card complaints stem from our seven 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 seven complaints.

PPI

PPI complaints represent 17% 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

2.33 per 1,000 accounts

N/A

15,292

15,575

32%

63%

78%

Errors / not following instructions

7.06 per 1,000 balances outstanding

N/A

1,195

1,460

20%

50%

78%

Errors / not following instructions

0.02 per 1,000 policies in force

N/A

54

118

3%

41%

60%

Unclear guidance/ arrangement

2.66 per 1,000 policies in force

N/A

11

7

0%

86%

43%

Unsuitable advice

0.51 per 1,000 client accounts

N/A

31

37

0%

78%

62%

Other general admin/ customer service

5.08 per 1,000 loan accounts

N/A

1,177

1,148

N/A

N/A

73%

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% compared to H1 2022. 

Banking & Credit Cards

Our 15,379 banking and credit card complaints stem from our six 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 nine complaints.

PPI

PPI complaints represent 40% of the general insurance and pure protection category.

Download complaints data

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