Coutts & Company


Firm name:

Coutts & Company

Group:

The Royal Bank of Scotland

Other firms included in this return (if any):

None

Period covered in this report:

January 2015 to June 2016

Brands/ trading names covered:

Coutts & Company

  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm
Banking and credit cards   2,264    2,316     96%     49%
Home Finance    58     59     78%     68%
General insurance and pure protection     5     6     83%     17%
Decumulation, life and pensions    10     19     53%     42%
Investments    107     156     51%     49%
Credit-related    40     41   Not applicable     56%

* This is where we have agreed with the customer that their complaint was justified either in whole or in part.

To put the above figures into context: 

  • Our 2,264 Banking complaints stem from 209,638 Banking accounts, which works out at eleven complaints per 1,000 Banking accounts.
  • For every 1,000 Home Finance loans that we had outstanding, we have received 13 complaints.
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm*
Banking 1,772 1,663 99% 50%
Home Finance 68 66 94% 59%
General insurance and pure protection 5 4 100% 25%
Decumulation, life and pensions 12 12 75% 33%
Investments 105 101 55% 57%

* This is where we have agreed with the customer that their complaint was justified either in whole or in part.

To put the above figures into context:

  • Our 1,772 Banking complaints stem from approximately 219,420 clients, which works out at eight complaints per 1,000 clients.  
  • For every 1,000 Home Finance loans that we had outstanding, we have 18 complaints. 
  • We received 105 complaints about Investments which equates to four for every 1,000 accounts.  

 

  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm*
Banking   1,568      1,572         99%       55%
Home Finance    57       57         95%       58%
General insurance and pure protection     5       5         100%        60%
Decumulation, life and pensions     8       8          38%         75%
Investments    101      87          63%        77%

* This is where we have agreed with the customer that their complaint was justified either in whole or in part.

To put the above figures into context:

  • Our 1,568 Banking complaints stem from approximately 229,446 clients, which works out at 7 complaints per 1,000 clients.
  • For every 1,000 Home Finance loans that we had outstanding, we have 16 complaints.
  • We received 101 complaints about Investments which equates to four for every 1,000 accounts.