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National Westminster Bank Plc

Overview

  • Firm name: National Westminster Bank plc.
  • Group: NatWest Group.
  • Other firms included in this return (if any): National Westminster Home Loans Limited.
  • Brands/ trading names covered: National Westminster Bank plc.

Current reporting period

01 July 2025 to 31 December 2025

Overall

In H2 2025, complaints made to the Bank were up ~3.6% compared to H1 2025. 

Information Message

Banking & Credit Cards

Our 90,819 banking and credit card complaints stem from our 31.3 million accounts. This works out as 2.90 complaints per 1,000 relevant accounts.

Information Message

Home finance loans

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

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

2.90 per 1,000 accounts

N/A

90,819

84,602

46%

36%

57%

Errors / not following instructions

5.30 per 1,000 balances outstanding

N/A

6,123

6,063

60%

31%

55%

Product disclosure information

0.54 per 1,000 policies in force

N/A

77

81

10%

78%

9%

Unclear guidance / arrangement

2.96 per 1,000 policies in force

N/A

41

45

2%

53%

60%

Other general admin / customer service

1.85 per 1,000 client accounts

N/A

451

394

2%

76%

74%

Other general admin / customer service

6.06 per 1,000 loan accounts

N/A

7,024

6,689

N/A

N/A

46%

N/A

Previous reporting period

01 January 2025 to 30 June 2025

Overall

In H1 2025, complaints made to the Bank were up ~6.4% compared to H2 2024. 

Information Message

Banking & Credit Cards

Our 87,171 banking and credit card complaints stem from our 31.0 million accounts. This works out as 2.81 complaints per 1,000 relevant accounts.

Information Message

Home finance loans

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

Information Message