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:

1 July 2016 to 31 December 2016

Brands/ trading names covered:

Ulster Bank Ltd

Ulster Bank 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 19% down compared to H1 2016.
  • Our 2,523 banking and credit card complaints stem from our 1.1 million accounts. This works out as two complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received seven complaints.
  • PPI complaints represent 99% of the general insurance and pure protection category.