The Royal Bank of Scotland plc

Firm name:

The Royal Bank of Scotland plc


The Royal Bank of Scotland

Other firms included in this return (if any):


Period covered in this report:

1 July 2016 to 31 December 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, Lombard Vehicle Management Ltd.

Royal Bank of Scotland 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 18% compared to H1 2016.
  • Our 47,058 banking and credit card complaints stem from our 5.3 million accounts. This works out as nine complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received eight complaints.
  • PPI complaints represent 99% of the general insurance and pure protection category.