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Coutts & Company

Overview

  • Firm name: Coutts & Company.
  • Group: NatWest Group.
  • Other firms included in this return (if any): None.
  • Brands/ trading names covered: Coutts & Company.

Current reporting period

01 July 2025 to 31 December 2025 

Overall

In H2 2025, complaint volumes were up 11% (vs H1 2025).

Information Message

Banking & Credit Cards

Our 1,603 banking and credit card complaints stem from our 294,000 accounts. This works out at over five complaints per 1,000 relevant accounts.

Information Message

Home finance loans

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

Information Message

Investments

We received less than two complaints for every 1,000 investments we manage for our clients.

Information Message

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

5.45 per 1,000 accounts

N/A

1,603

1,612

41%

58%

36%

Other general admin / customer service

9.46 per 1,000 balances outstanding

N/A

107

103

16%

78%

57%

Other general admin / customer service

0.85 per 1,000 policies in force

N/A

13

13

23%

69%

23%

Other general admin / customer service

4.84 per 1,000 policies in force

N/A

23

20

0%

75%

90%

Other general admin / customer service

1.93 per 1,000 client accounts

N/A

99

101

14%

70%

73%

Other general admin / customer service

41

36

11%

44%

56%

Other general admin / customer services