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The Royal Bank of Scotland plc

Overview

  • Firm name: The Royal Bank of Scotland plc.
  • Group: NatWest Group.
  • Other firms included in this return (if any): None.
  • 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.

Current reporting period

01 July 2022 to 31 December 2022

Overall

In H2 2023, complaints made to the Bank were up ~4.4% compared to H1 2023.

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Banking & Credit Cards

Our 16,005 banking and credit card complaints stem from our seven million accounts. This works out as two complaints per 1,000 relevant accounts.

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Home finance loans

For every 1,000 home finance loans that we had outstanding, we received eight complaints.

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PPI

PPI complaints represent 50% of the general insurance and pure protection category.

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Provision (at reporting period and end date)*

Intermediation (within the reporting period)*

Number of complaints opened

Number of complaints closed

% closed within 3 days

% closed after 3 days but within 8 weeks

% upheld

Main cause of complaints opened

2.42 per 1,000 accounts

N/A

16,005

15,539

25%

69%

76%

Errors / not following instructions

7.76 per 1,000 balances outstanding

N/A

1,192

1,161

24%

57%

70%

Errors / not following instructions

0.02 per 1,000 policies in force

N/A

68

71

42%

45%

52%

Unclear guidance/ arrangement

1.45 per 1,000 policies in force

N/A

6

6

0%

50%

67%

Unsuitable advice

0.61 per 1,000 client accounts

N/A

34

35

3%

83%

60%

Other general admin/ customer service

5.20 per 1,000 loan accounts

N/A

1,195

1,202

N/A

N/A

69%

N/A

Previous Reporting Period

01 January 2022 to 30 June 2022

Overall

In H1 2023, complaints made to the Bank were down ~3% compared to H2 2022. 

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Banking & Credit Cards

Our 15,292 banking and credit card complaints stem from our seven million accounts. This works out as two complaints per 1,000 relevant accounts.

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Home finance loans

For every 1,000 home finance loans that we had outstanding, we received seven complaints.

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PPI

PPI complaints represent 17% of the general insurance and pure protection category.

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