Complaints | RBS

 

 

 


Complaints

Resolving customer complaints quickly and effectively is fundamental to providing good customer service. We ask our employees to welcome any complaints, take ownership of them, and resolve them there and then if possible. Where the issue is more complex, one of our complaint handling experts will take ownership of it. The vast majority of our complaint handlers use a single complaints management system, giving us a streamlined means of managing, escalating and tracking the complaints raised by our customers.

A key priority for the business is to reduce any complaints we receive by addressing the underlying causes. In 2018, we worked to deliver 70 specific initiatives aimed at reducing complaints.

Our ambition is to be number one for customer service, trust and advocacy. As part of this we are aiming to have fewer FCA reportable complaints*, and a lower Financial Ombudsman Service (FOS) overturn rate than the industry average for large banks. In line with most of our major competitors, overall referrals to the FOS reduced between H1 2018 and H2 2018. In detail, referrals of NatWest fell by 19% and RBS by 26%, this was partly due to fewer customers referring PPI complaints with PPI referrals for NatWest falling by 23% and RBS by 31%. Over the same period customers referrals of complaints about Everyday Banking fell by 18% for NatWest and 17% for RBS.  

Comparing our FCA reportable complaints volumes between H1 and H2 2018 on a like-for-like basis (total complaints), NatWest and RBS reported decreases of 7% and 12% respectively. Discounting the impact of PPI, both brands saw a decrease in complaints between H1 2018 and H2 2018 – a 10% fall for NatWest and a 17% fall for RBS.

 

Change in Outcome rate at Financial Ombudsman

% of cases resolved

H1 2018

 

NatWest

26

Royal Bank of Scotland

28

Industry

30

Banking & Credit product group

 

NatWest

28

Royal Bank of Scotland

29

Industry

34

H2 2018

 

NatWest

23

Royal Bank of Scotland

21

Industry

28

Banking & Credit product group

 

NatWest

31

Royal Bank of Scotland

29

Industry

45

 

% of complaints upheld for Royal Bank of Scotland and NatWest (% of cases resolved in favour of customer) ***

Overall

H1 2018: 64% upheld (Royal Bank of Scotland plc & NatWest plc FCA Reportable complaints combined)

H2 2018: 63% upheld (Royal Bank of Scotland plc & NatWest plc FCA Reportable complaints combined)

Banking and Credit Category (Everyday Banking)

H1 2018: 61% upheld (Royal Bank of Scotland plc & NatWest plc FCA Reportable complaints combined)

H2 2018: 61% upheld (Royal Bank of Scotland plc & NatWest plc FCA Reportable complaints combined)

 

*Defined according to FCA definitions available at https://www.fca.org.uk/data/complaints-data

** A referral to the Ombudsman can occur when a financial firm does not provide a reply within eight weeks or the complainant is unhappy with the response. Full details can be found on the FOS website (http://www.financial-ombudsman.org.uk/faq/complain.html)
Source:
http://www.ombudsman-complaints-data.org.uk//

*** Limited assurance provided by Ernst & Young LLP.

 

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