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Yorkshire 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 April 2018 – 30th September 2018

Brands/trading names covered: Clydesdale Bank, Yorkshire Bank, B, CYB Intermediaries Limited, Yorkshire Bank Home Loans Limited, Clydesdale Bank Asset Finance and CGF No.9 Limited.

Product/ Service Group Provision (at reporting period end date) Intermediation (within the report period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking & credit cards 4.86 per 1,000 accounts N/A 20,769 20,295 50% 49% 65% General admin/customer service
Home finance 9.04 per 1,000 balances outstanding N/A 1,384 1,413 27% 65% 73% General admin/customer service
Insurance & pure protection 459.10 per 1,000 policies in force N/A 49,451 49,532 0.1% 98% 54% Unsuitable advice
Decumulation & pensions* N/A N/A 5 5 0% 100% 0% Unsuitable advice
Investments* N/A N/A 184 193 33% 65% 25% Unsuitable advice
Credit related 0.13 per 1,000 accounts/loans N/A 541 548 N/A N/A 73% N/A

To put complaints figures into context, the ‘per 1,000’ accounts / policies metric is used for more meaningful comparisons between different providers.

*’Decumulation & Pensions’ and ‘Investments’ are complaints Clydesdale Bank Plc continue to resolve for legacy products which are owned or administered by third party firms.

Yorkshire 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 Yorkshire Bank benefit from consistent complaints handling as our Customer Assist team acts on behalf of both banks.

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