The Royal Bank of Scotland plc


Firm name:

The Royal Bank of Scotland plc

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:

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, JCB Finance Ltd, Lombard Vehicle Management Ltd

 

No. of complaints opened No. of complaints closed
Complaints closed within eight weeks (%) Complaints upheld by firm*
Banking  32,109  32,744   91%   51%
Home Finance
 1,741  1,861   89%   69%
General insurance and pure protection
 32,684
 
 30,847
 
  98%
 
  74%
Decumulation, life and pensions   47  53   72%   32%
Investments   173  202   73%   52%
Credit-related   1,176  1,241   Not applicable   62%

* 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 32,109 banking complaints stem from our 7.7 million accounts. This works out as four 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 1,441 general insurance and pure protection complaints 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 360 complaints.
  • We received 0.2 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   34,300   38,819   92%    45%
Home Finance   1,991   2,064   81%    76%
General insurance and pure protection   28,700
  28,234    99%    64%
Decumulation, life and pensions   45   58    34%    33%
Investments   222   354    40%   59%

* 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 34,300 banking complaints stem from more than 7.7 million accounts. This works out as four complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received six complaints
  • For contextualisation purposes, we recorded 1265 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 462 complaints.
  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm*
Banking  35,039  29,929  93%   54%
Home Finance  1,917  1,907  82%   71%
General insurance and pure protection  29,118
 30,267  98%   59%
Decumulation, life and pensions   60  49  76%
  37%
Investments   356   292   70%   61%

* 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 35,039 banking complaints stem from more than 8 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 501 general insurance and pure protection complaints/policies per £1 million of annual income.
  • 25 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 308 complaints.