The Royal Bank of Scotland plc | RBS


The Royal Bank of Scotland plc

Firm name:

The Royal Bank of Scotland plc.

 

Group:

The Royal Bank of Scotland.

 

Other firms included in this return (if any):

None.

 

Period covered in this report:

1 July 2019 to 31 December 2019

 

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, Adam & Company.

 

Royal Bank Of Scotland complaints data H2 2019

To put the above figures into context:

  • In H2 2019, complaints made to the Bank were up ~42% compared to H1 2019.
  • Our 34,483 banking and credit card complaints stem from our seven million accounts. This works out as five complaints per 1,000 relevant accounts.
  • For every 1,000 home finance loans that we had outstanding, we received nine complaints.
  • PPI complaints represent 99% of the general insurance and pure protection category.
  • The PPI Complaint deadline was on 29 August 2019 and an unprecedented volume of complaints were received.  These are still being worked through, and we will update the number of complaints opened once this work is concluded.

 

July 2019


 

 

Previous Reporting Period

 

1 January 2019 to 30 June 2019

Royal Bank of Scotland complaints table of complaints data H1 2019

To put the above figures into context:

  • In H1 2019, complaints made to the Bank were down ~3% compared to H2 2018.
  • Our 34,004 banking and credit card complaints stem from our seven million accounts. This works out as five 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.
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