Back to main menu
Search
Search
Overlay

The Royal Bank of Scotland Plc

On this page

Current reporting period Open in new window
Previous Reporting Period Open in new window
Downloads Open in new window

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 2025 to 30 June 2026

Overall

In H1 2026, complaints made to the Bank were down ~6.7% compared to H2 2026. 

Information Message

Banking & Credit Cards

Our 17,394 banking and credit card complaints stem from our 6.6 million accounts. This works out as 2.66.

Information Message

Home finance loans

For every 1,000 home finance loans that we had outstanding, we received 10 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

2.66 per 1,000 accounts

N/A

17,394

18,634

49%

34%

59%

Errors / not following instructions

9.59 per 1,000 balances outstanding

N/A

1,021

1,079

54%

36%

53%

Product disclosure information

1.1 per 1,000 policies in force

N/A

32

33

9%

76%

6%

Unclear guidance / arrangement

2.01 per 1,000 policies in force

N/A

8

11

0%

18%

73%

Other general admin / customer service

1.53 per 1,000 client accounts

N/A

103

123

2%

67%

61%

Other general admin / customer service

5.94 per 1,000 loan accounts

N/A

1,190

1,193

N/A

N/A

49%

N/A

Previous reporting period

01 July 2025 to 31 December 2025

Overall

In H2 2025, complaints made to the Bank were down ~0.7% compared to H1 2025. 

Information Message

Banking & Credit Cards

Our 18,544 banking and credit card complaints stem from our 6.6 million accounts. This works out as 2.83 complaints per 1,000 relevant accounts.

Information Message

Home finance loans

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

Information Message

Other content in this section

National Westminster Bank plc Open in new window
RBS Collective Investment Funds Limited Open in new window
Coutts & Company Open in new window
Lombard North Central plc Open in new window