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Coutts & Company

Overview

  • Firm name: Coutts & Company.
  • Group: NatWest Group.
  • Other firms included in this return (if any): None.
  • Brands/ trading names covered: Coutts & Company.

Current reporting period

01 July 2024 to 31 December 2024

Overall

In H2 2024 complaint volumes were up 10.6% versus H1 2024.

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Banking & Credit Cards

Our 1,570 banking and credit card complaints stem from our 289,000 accounts. This works out at over five 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 over seven complaints.

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Investments

We received less than two complaints for every 1,000 investments we manage for our clients.

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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

5.43 per 1,000 accounts

N/A

1,570

1,562

50%

49%

47%

Other general admin / customer service

7.73 per 1,000 balances outstanding

N/A

92

109

11%

70%

58%

Other general admin / customer service

0.93 per 1,000 policies in force

N/A

14

14

29%

71%

36%

Other general admin / customer service

4.25 per 1,000 policies in force

N/A

20

15

0%

80%

60%

Other general admin / customer service

1.66 per 1,000 client accounts

N/A

80

75

4%

65%

72%

Other general admin / customer service

15

18

28%

56%

56%

Other general admin / customer services