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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 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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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

2.75 per 1,000 accounts

N/A

80,269

83,548

38%

56%

66%

Errors / not following instructions

6.44 per 1,000 balances outstanding

N/A

7,245

7,325

28%

64%

65%

Product disclosure information

0.71 per 1,000 policies in force

N/A

115

129

10%

77%

16%

Unclear guidance/ arrangement

3.31 per 1,000 policies in force

N/A

37

39

3%

46%

56%

Other general admin/customer service

0.66 per 1,000 client accounts

N/A

134

147

3%

67%

65%

Other general admin/ customer service

7.37 per 1,000 loan accounts

N/A

7,438

7,780

N/A

N/A

54%

N/A

Previous reporting period

01 July 2023 to 31 December 2023

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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