Other firms included in this return (if any): None.
Brands/ trading names covered: Royal Bank of Scotland plc, Lombard North Central Ltd, RoyScot Larch, Lombard Technology Services ltd, Mint Cards, Style Cards, Direct Line Loans, Churchill Loans, Lombard Loans, Direct Line Savings, The One Account Ltd, Lombard Vehicle Management Ltd, Adam & Company.
Current reporting period
01 July 2023 to 31 December 2023
To put the below figures into context:
Overall
In H2 2023, complaints made to the Bank were up ~4.4% compared to H1 2023.
Banking & Credit Cards
Our 16,005 banking and credit card complaints stem from our seven million accounts. This works out as two complaints per 1,000 relevant accounts.
Home finance loans
For every 1,000 home finance loans that we had outstanding, we received eight complaints.
PPI
PPI complaints represent 50% of the general insurance and pure protection category.
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
Controls
Banking and credit cards
Banking and credit cards
2.42 per 1,000 accounts
Banking and credit cards
N/A
Banking and credit cards
16,005
Banking and credit cards
15,539
Banking and credit cards
25%
Banking and credit cards
69%
Banking and credit cards
76%
Banking and credit cards
Errors / not following instructions
Home finance
Home finance
7.76 per 1,000 balances outstanding
Home finance
N/A
Home finance
1,192
Home finance
1,161
Home finance
24%
Home finance
57%
Home finance
70%
Home finance
Errors / not following instructions
Insurance and pure protection
Insurance and pure protection
0.02 per 1,000 policies in force
Insurance and pure protection
N/A
Insurance and pure protection
68
Insurance and pure protection
71
Insurance and pure protection
42%
Insurance and pure protection
45%
Insurance and pure protection
52%
Insurance and pure protection
Unclear guidance/ arrangement
Decumulation and pensions
Decumulation and pensions
1.45 per 1,000 policies in force
Decumulation and pensions
N/A
Decumulation and pensions
6
Decumulation and pensions
6
Decumulation and pensions
0%
Decumulation and pensions
50%
Decumulation and pensions
67%
Decumulation and pensions
Unsuitable advice
Investments
Investments
0.61 per 1,000 client accounts
Investments
N/A
Investments
34
Investments
35
Investments
3%
Investments
83%
Investments
60%
Investments
Other general admin/ customer service
Credit related
Credit related
5.20 per 1,000 loan accounts
Credit related
N/A
Credit related
1,195
Credit related
1,202
Credit related
N/A
Credit related
N/A
Credit related
69%
Credit related
N/A
*Number of complaints opened by volume of business
Previous Reporting Period
01 January 2023 to 30 June 2023
Overall
In H1 2023, complaints made to the Bank were down ~3% compared to H2 2022.
Banking & Credit Cards
Our 15,292 banking and credit card complaints stem from our seven million accounts. This works out as two complaints per 1,000 relevant accounts.
Home finance loans
For every 1,000 home finance loans that we had outstanding, we received seven complaints.
PPI
PPI complaints represent 17% of the general insurance and pure protection category.