Dealing with customer complaints ensures good customer outcomes and makes sure we meet our regulatory requirements as set out by the FCA. Complaints can be raised in person, online, by phone or in writing. Where the issue is more complex, one of our complaint handling experts will become involved. Customers can refer to the Financial Ombudsman Service, an independent review body, if a complaint has not been resolved within certain timescales. The NatWest Group Board has oversight of complaints.
We endeavour to reduce complaints by addressing the underlying causes. In 2023, we received 206,250 reportable complaints compared to 198,633 in 2022. We run a centralised training and competence programme regularly for customer-facing employees which helps us effectively manage any negative customer experiences.