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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 2024 to 31 December 2024

Overall

In H2 2024, complaints made to the Bank were down ~0.3% compared to H1 2024.

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Banking & Credit Cards

Our 81,022 banking and credit card complaints stem from our 29.7 million accounts. This works out as 2.73 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 six complaints.

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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

2.73 per 1,000 accounts

N/A

81,022

79,462

48%

47%

63%

Errors / not following instructions

6.28 per 1,000 balances outstanding

N/A

7,113

7,405

52%

40%

61%

Product disclosure information

0.68 per 1,000 policies in force

N/A

104

121

30%

59%

9%

Unclear guidance / arrangement

4.84 per 1,000 policies in force

N/A

38

39

3%

46%

56%

Unsuitable advice / Other general admin / customer service

0.84 per 1,000 client accounts

N/A

184

105

3%

62%

68%

Other general admin / customer service

6.46 per 1,000 loan accounts

N/A

6,494

6,728

N/A

N/A

52%

N/A

Previous reporting period

01 January 2024 to 30 June 2024

Overall

In H1 2024, complaints made to the Bank were up ~11.6% compared to H2 2023. 

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Banking & Credit Cards

Our 80,269 banking and credit card complaints stem from our 29 million accounts. This works out as 2.75 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 six complaints.

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PPI

PPI complaints represent 5% of the general insurance and pure protection category.

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