Coutts & Company | RBS



Coutts & Company

Firm name:

Coutts & Company.

 

Group:

The Royal Bank of Scotland.

 

Other firms included in this return (if any):

None.

 

Period covered in this report:

01 January 2019 to 30 June 2019

 

Brands/ trading names covered:

Coutts & Company.

 

Coutts complaints data Jan-Jun 2019

To put the above figures into context:

  • Complaints made to the Bank were down 13% compared to H2 2018.
  • Our 1,229 banking and credit card complaints stem from our 223 thousand accounts. This works out as five and a half complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received ten complaints.
  • We received less that one complaint for every 1,000 investments we manage for our clients.
  • We received four complaints regarding decumulation and pensions. Coutts is a pensions intermediary, and so record complaints in relation to policies sold, of which there were 59, none of which were subject to a complaint.

 

 



Previous Reporting Period

 

01 July 2018 to 31 December 2018

 

Coutts complaints data Jul-Dec 2018

To put the above figures into context:

  • In H2 2018, complaints made to the Bank were down ~10% compared to H1 2018.
  • Our 1,451 banking and credit card complaints stem from our 216 thousand accounts. This works out as seven complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received seven and a half complaints.
  • We received less that one complaint for every 1,000 investments we manage for our clients.
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