Skip to content Go to accessibility help
We use cookies to keep our websites easy to use and relevant to our users' requirements and to enable us to learn which advertisements bring users to our website. We do NOT use cookies to collect any personal information about you. By continuing to browse our web pages, you agree that we may use cookies for these purposes. Find out more.×

Clydesdale Bank Complaint Data

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 (%)
Banking 9,481 10,757 86% 44%
Home finance 1,070 1,127 75% 74%
General insurance and pure protection (including PPI) 16,365 24,904 39% 97%
Decumulation, life and pensions 47 48 44% 23%
Investments 91 104 68% 63%
Credit-related 722 874 Not applicable 52%

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.