Ulster Bank Ltd


Firm name:

Ulster Bank Ltd

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:

Ulster Bank Ltd

  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm
Banking   2,364   2,233    96%    44%
Home Finance   210   213    94%    76%
General insurance and pure protection   1,411   1,308    97%    31%
Decumulation, life and pensions    0    1    100%    0%
Investments    5    5    80%    20%
Credit-related    68    72    Not applicable     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 2,364 banking complaints stem from nearly 850,000 accounts, which works out as three banking complaints per 1,000 relevant accounts.              
  • For every 1,000 home finance loans we had outstanding we received eight complaints.
  • For contextualisation purposes, we recorded 3,556 general insurance and pure protection complaints per £1 million of annual income.
  • For every £1 million of investment intermediation annual eligible income, we received 109 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 2,165 2,439 99% 45%
Home Finance 142 151 89% 81%
General insurance and pure protection 1,575 1,652 97% 30%
Decumulation, life and pensions 2 4 100% 0%
Investments 11 12 100% 25%

* 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 2,165 banking complaints stem from nearly 850,000 accounts, which works out as 3 banking complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans we had outstanding we received 6 complaints.
  • We recorded a total of 1,575 complaints about general insurance and pure protection; which equates to 3,970 complaints per £1 million of annual income.
  • We received a total of 2 complaints about decumulation, life and pensions products; which equates to 14 complaints received per £1 million of annual eligible income.
  • We received a total of 11 complaints about investments. This equates to 239 complaints per £1 million of investments intermediation annual eligible income.

 

 

  No. of complaints opened No. of complaints closed Complaints closed within eight weeks
Complaints upheld by firm*
Banking   3,058    2,761    98%     55%
Home Finance   151     148    94%     87%
General insurance and pure protection   1,686      1,685   96%     38%
Decumulation, life and pensions    4      4     100%       0%
Investments    7      5     100%       20%

* 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 3,058 banking complaints stem from nearly 850,000 accounts, which works out as 4 banking complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans we had outstanding we received 5 complaints.
  • We recorded a total of 1,686 complaints about general insurance and pure protection; which equates to 3,739 complaints per £1 million of annual income. 
  • We received a total of 4 complaints about decumulation, life and pensions products, which equates to 33 complaints received per £1 million of annual eligible income.
  • We received a total of 7 complaints about investments. This equates to 109 complaints per £1 million of investments intermediation annual eligible income.