Clydesdale Bank Plc
Complaint Contextualisation
April 2011 - September 2011
The reporting of complaints to the Financial Services Authority is submitted under the legal entity of Clydesdale Bank plc, with the Group return including complaints for Yorkshire Bank, National Australia Insurance Services Ltd and Yorkshire Bank Home Loans Limited.
At Clydesdale Bank plc, we take every customer complaint we receive very seriously. Should a complaint be raised, it is investigated quickly to identify why it happened, prevent reoccurrence and, wherever possible, provide resolution to the customer’s satisfaction.
As well as resolving the complaint, we ensure the appropriate remedial action is taken by improving our processes or providing specific feedback to the relevant areas of our business.
We are firmly committed to resolving complaints as quickly as possible, and keeping the customer advised of how their complaint is progressing. We continually review the number of complaints that take longer than 8 weeks to resolve, and constantly review our handling process to identify areas for improvement.
In the period April 2011 - September 2011, representing the second half of our financial year, we received the following complaints:
| Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) | |
|---|---|---|---|---|
| Banking | 5,311 | 5,118 | 86% | 36% |
| Home finance | 548 | 548 | 62% | 72% |
| General insurance and pure protection (including PPI) | 10,225 | 6,872 | 33% | 67% |
| Decumulation, life and pensions | 62 | 44 | 91% | 9% |
| Investments | 42 | 41 | 88% | 29% |
| To put the above figures into context: |
|---|
| 5,311 banking complaints were received from nearly four and a half million customer accounts, meaning that we receive just over 1 customer complaint per 1,000 relevant customer accounts. |
| For every 1,000 home finance loans that we hold, we received 4 complaints. |
| We received 0.5 complaints per 1,000 general insurance and pure protection products, excluding PPI. |
| 62 customers contacted us to complain about decumulation, life and pensions products. This means that we received 5 complaints per 1,000 policies held. |
| 42 customers contacted us to complain about investment products. This means that we received 0.5 complaints per 1,000 policies held. |
For further information regarding our complaints procedures within Clydesdale Bank Plc, please refer to complaints made clear.