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National Westminster Bank plc

Overview

  • Firm name: National Westminster Bank plc.
  • Group: NatWest Group.
  • Other firms included in this return (if any): National Westminster Home Loans Limited.
  • Brands/ trading names covered: National Westminster Bank plc.

Current reporting period

01 July 2022 to 31 December 2022

Overall

In H2 2023, complaints made to the Bank were up ~14.8% compared to H1 2023.

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Banking & Credit Cards

Our 73,336 banking and credit card complaints stem from our 28.5 million accounts. This works out as 2.57 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 four complaints.

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PPI

PPI complaints represent 5% 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

2.57 per 1,000 accounts

N/A

73,336

71,002

26%

68%

74%

Errors / not following instructions

4.37 per 1,000 balances outstanding

N/A

4,972

4771

25%

62%

74%

Errors / not following instructions

0.03 per 1,000 policies in force

N/A

138

143

5%

84%

25%

Unclear guidance/ arrangement

3.29 per 1,000 policies in force

N/A

34

29

0%

45%

28%

Unsuitable advice

0.97 per 1,000 client accounts

N/A

192

198

7%

84%

69%

Other general admin/ customer service

5.31 per 1,000 loan accounts

N/A

5,289

5,364

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 up ~1.6% compared to H2 2022.

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Banking & Credit Cards

Our 63,588 banking and credit card complaints stem from our 28 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 four complaints.

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PPI

PPI complaints represent 11% of the general insurance and pure protection category.

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