At Clydesdale Bank plc, we are committed to delivering a high standard of customer service and putting our customers at the heart of everything we do.
We work hard to do this but recognise that we do not always get things right. If this happens please tell us as soon as possible providing us with the opportunity to resolve your complaint, or query. Your valued feedback helps us to improve our service and products.
Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return: 01st October 2015 – 31st March 2016
Brands/trading names covered: Clydesdale Bank, Yorkshire Bank, CYB Intermediaries Limited and Yorkshire Bank Home Loans Limited.
|Number of complaints opened||Number of complaints closed||Complaints closed within 8 weeks (%)||Closed complaints upheld by firm (%)|
|General insurance and pure protection (including PPI)||16,365||24,904||39%||97%|
|Decumulation, life and pensions||47||48||44%||23%|
To put the above figures into context:
9,481 banking complaints were received; 2.2 complaints per 1,000 relevant customer accounts.
For every 1,000 home finance loans that we hold, we received 6.4 complaints.
We received 2.1 complaints per 1,000 general insurance and pure protection products. This excludes complaints relating to PPI. With PPI complaints included, we received 19.5 complaints per 1,000 policies held.
47 customers contacted us to complain about decumulation, life and pensions products. This means that we received 4.3 complaints per 1,000 policies held.
91 customers contacted us to complain about investment products. This means that we received 0.9 complaints per 1,000 policies held.
722 Credit-related complaints were received; 0.2 complaints per 1,000 banking customers.
Clydesdale Bank operates under the legal entity of Clydesdale Bank PLC and all data submitted to the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) is done so on this basis. Customers of Clydesdale Bank benefit from consistent complaints handling as our Customer Experience & Complaints team acts on behalf of both banks.