National Westminster Bank plc

Firm name:

National Westminster Bank plc


The Royal Bank of Scotland

Other firms included in this return (if any):

National Westminster Home Loans Limited

Period covered in this report:

1 July 2016 to 31 December 2016

Brands/ trading names covered:

National Westminster Bank plc

NatWest 22 March.PNG

In H2 2016, new reporting requirements were adopted across the industry. The major change from previous reporting periods was a broadening to include complaints that were resolved within two business days. Previously, these complaints were excluded when firms reported complaints.

To put the above figures into context:

  • In H2 2016, complaints made to the Bank were down 12% compared to H1 2016.
  • Our 133,007 banking and credit card complaints stem from our 22.7 million accounts. This works out as six complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received six complaints.
  • PPI complaints represent 99% of the general insurance and pure protection category.