Complaints data

* 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 24,100 banking complaints stem from nearly nine million accounts. This works out as three complaints per 1,000 relevant accounts.
• The upheld rate for banking complaints reduced significantly when compared to the last reporting period. This is because the volume of closed cases was inflated following the FSA withdrawing its reporting waiver after the Supreme Court ruled that unauthorised lending charges cannot be assessed for fairness under the Unfair Terms in Consumer Contracts Regulations. This resulted in 41,481 banking cases from the last two years being reported in our last submission and closed during the above reporting period. Had these figures not been included we would have recorded an uphold rate of 73%.
• For every 1,000 home finance loans that we had outstanding, we received four complaints.
• We recorded 233 general insurance and pure protection complaints per £1 million of annual income.
• 19 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 ten complaints.

* 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 30,218 banking complaints stem from nearly ten million accounts. This works out as three complaints per 1,000 relevant accounts.
• The upheld rate for banking complaints significantly increased when compared to the last reporting period. This is because in the last reporting period the volume of closed cases was inflated following the FSA withdrawing its reporting waiver. This followed the Supreme Court ruling that unauthorised lending charges cannot be assessed for fairness under the Unfair Terms in Consumer Contracts Regulations. Had these figures not been included we would have recorded an uphold rate of 73%.
• For every 1,000 home finance loans that we had outstanding, we received four complaints
• We recorded 409 general insurance and pure protection complaints per £1 million of annual income. The number of new PPI complaints received increased throughout 2010, as a result of continued media coverage and mounting Complaint Management Company activity. During the last three months of 2010 RBSG commenced issuing stay letters in cases that are affected by the ongoing Judicial Review, resulting in fewer final decision letters being issued.
• 35 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 nine complaints.

* 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 33,660 banking complaints stem from nearly ten 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 four complaints
• We recorded 624 general insurance and pure protection complaints per £1 million of annual income. The number of new PPI complaints received increased throughout 2011, as a result of continued media coverage, mounting complaint management company activity and the subsequent outcome of the judicial review in April 2011. 31,924 of the 32,327 complaints in this product group related to PPI.
• 41 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 thirteen complaints.

* 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 67,638 banking complaints stem from more than 22 million accounts. This works out as three complaints per 1,000 relevant accounts.
• The upheld rate for banking complaints reduced significantly when compared to the last reporting period. This is because the volume of closed cases was inflated following the FSA withdrawing its reporting waiver after the Supreme Court ruled that unauthorised lending charges can not be assessed for fairness under the Unfair Terms in Consumer Contracts Regulations. This resulted in 142,738 banking cases from the last two years being reported in our last submission and closed during the above reporting period. Had these figures not been included we would have recorded an upheld rate of 71%.
• For every 1,000 home finance loans that we had outstanding, we received six complaints.
• We recorded 424 general insurance and pure protection complaints per £1 million of annual income.
• 14 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 nine complaints.

* 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 87,271 banking complaints stem from more than 24 million accounts. This works out as four complaints per 1,000 relevant accounts.
• The upheld rate for banking complaints significantly increased when compared to the last reporting period. This is because in the last reporting period the volume of closed cases was inflated following the FSA withdrawing its reporting waiver. This followed the Supreme Court ruling that unauthorised lending charges cannot be assessed for fairness under the Unfair Terms in Consumer Contracts Regulations. Had these figures not been included we would have recorded an uphold rate of 71%.
• For every 1,000 home finance loans that we had outstanding, we received twelve complaints.
• We recorded 627 general insurance and pure protection complaints per £1 million of annual income. The number of new PPI complaints received increased throughout 2010, as a result of continued media coverage and mounting Complaint Management Company activity. During the last three months of 2010 RBSG commenced issuing stay letters in cases that are impacted by the ongoing Judicial Review, resulting in fewer final decision letters being issued.
• 20 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 ten complaints.

* 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 96,205 banking complaints stem from more than 24 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 thirteen complaints.
• We recorded 1066 general insurance and pure protection complaints per £1 million of annual income. The number of new PPI complaints received increased throughout 2011, as a result of continued media coverage, mounting complaint management company activity and the subsequent outcome of the judicial review in April 2011. 45,482 of the 45,821 complaints in this product group related to PPI.
• 23 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 twelve complaints.

* 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 1,688 banking complaints stem from nearly one million accounts. This works out as less than two complaints per 1,000 relevant accounts. 3,270 banking cases were classified as closed following the removal of the reporting waiver on foot of the Supreme Court ruling that unauthorised lending charges cannot be assessed for fairness under the Unfair Terms in Consumer Contracts Regulations. Had these closed complaints not been included, the upheld rate would have been 73%.
• For every 1,000 home finance loans that we had outstanding, we received two complaints.
• We recorded 205 general insurance and pure protection complaints per £1 million of annual income.
• Eight customers contacted us to complain about decumulation, life and pensions products per £1 million of annual eligible income.
• A total of 24 customers contacted us to complain about investments. This works out as 153 complaints per £1 million of investment intermediation annual eligible income.

* 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 1209 banking complaints stem from nearly 1 million accounts, which works out as less than 2 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans that we had outstanding, we received 2 complaints.
• We recorded 398 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 108 complaints.

* 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 1491 banking complaints stem from nearly 1 million accounts, which work out as less than 2 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans that we had outstanding, we received 4 complaints.
• We recorded 697 general insurance and pure protection complaints per £1 million of annual income. The number of new PPI complaints received increased throughout 2011, as a result of continued media coverage, mounting complaint management company activity and the subsequent outcome of the judicial review in April 2011. 1376 of the 1,384 complaints in this product group related to PPI.
• 7 customers contacted us to complain about decumulation, life and pensions products per £1 million of annual eligible income.
• A total of 19 customers contacted us to complain about investments. This works out as 75 complaints per £1 million of investment intermediation annual eligible income."

* 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 590 banking complaints stem from approximately 108,000 accounts, which works out as five complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans that we had outstanding, we received two complaints.
• We received 67 complaints about investments which equates to five complaints for every 1,000 accounts.

* 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 748 banking complaints stem from approximately 101,000 accounts which works out as 7 complaints per 1000 relevant accounts.
• For every 1000 home finance loans that we had outstanding we received 4 complaints.
• We received 54 complaints about investments which equates to 2 for every 1000 accounts.

* 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 778 Banking complaints stem from approximately 103,000 accounts, which works out as 8 complaints per 1,000 relevant accounts
• For every 1,000 Home Finance loans that we had outstanding, we have received 3 complaints
• We received 78 complaints about Investments which equates to 3 for every 1,000 accounts