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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 January 2024 to 30 June 2024

Overall

In H1 2024 complaint volumes were up 7% versus H2 2023.

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Banking & Credit Cards

Our 1,368 banking and credit card complaints stem from our 286,000 accounts. This works out at under 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 eleven complaints.

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Investments

We received more than one complaint 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

4.78 per 1,000 accounts

N/A

1368

1386

49%

50%

51%

Other general admin / customer service

11.1 per 1,000 balances outstanding

N/A

131

129

14%

71%

66%

Other general admin / customer service

0.74 per 1,000 policies in force

N/A

11

11

64%

36%

45%

Other general admin / customer service

2.47 per 1,000 policies in force

N/A

13

10

0%

100%

80%

Delays / timescales

1.41 per 1,000 client accounts

N/A

66

56

0%

79%

77%

Other general admin / customer service

28

28

11%

79%

46%

Other general admin / customer services