National Westminster Bank plc


Firm name:

National Westminster Bank plc

Group:

The Royal Bank of Scotland

Other firms included in this return (if any):

National Westminster Home Loans Limited

Period covered in this report:

January 2015 to June 2016

Brands/ trading names covered:

National Westminster Bank plc

  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm*
Banking  75,736    77,590    91%   50%
Home Finance   3,213     3,450    92%   75%
General insurance and pure protection  41,625     39,820    98%   74% 
Decumulation, life and pensions    115    151    53%   31%
Investments   508     630    75%   63%
Credit-related  2,571    2,720  Not applicable   63%

 

* 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 75,736 banking complaints stem from more than 24.7 million accounts. This works out as three complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received five complaints
  • For contextualisation purposes, we recorded 871 general insurance and pure protection complaints per £1 million of annual income.
  • 7 customers contacted us to complain about decumulation, life and pensions products per £1 million of annual eligible income.
  • For every £1 million of investment intermediation annual eligible income, we received 314 complaints.
  • We received 0.1 credit-related complaints per 1,000 relevant accounts.
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm*
Banking 85,859 97,781 92% 46%
Home Finance 3,641 4,015 80% 77%
General insurance and pure protection 45,062 45,796 99% 72%
Decumulation, life and pensions 95 126 25% 29%
Investments 605 920 39% 66%

* 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 85,859 banking complaints stem from more than 24.7 million accounts. This works out as three complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received five complaints.
  • For contextualisation purposes, we recorded 942 general insurance and pure protection complaints per £1 million of annual income.
  • Six customers contacted us to complain about decumulation, life and pensions products per £1 million of annual eligible income.
  • For every £1 million of investment intermediation annual eligible income, we received 374 complaints.
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm*
Banking   95,994   83,441    94%   55%
Home Finance   3,922   3,807    84%   73%
General insurance and pure protection   43,907   45,689    98%   68%
Decumulation, life and pensions   148   135    66%    33% 
Investments   870   581    77%    68%

* 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 95,994 banking complaints stem from more than 25.5 million accounts. This works out as three complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received five complaints
  • For contextualisation purposes, we recorded 616 general insurance and pure protection complaints/policies per £1 million of annual income.
  • 12 customers contacted us to complain about decumulation, life and pensions products per £1 million of annual eligible income.
  • For every £1 million of investment intermediation annual eligible income, we received 252 complaints.