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 2016 – 31st March 2017
Brands/trading names covered: Clydesdale Bank, Yorkshire Bank, CYB Intermediaries Limited, Yorkshire Bank Home Loans Limited, Clydesdale Bank Asset Finance and CGF No.9 Limited.
To comply with new rules on improving complaints handling introduced by the Financial Conduct Authority in 2016, our publication format has changed. The changes include providing a fuller set of complaints data, designed to be more informative for consumers. For more information on the new rules on improving complaints handling please visit https://www.fca.org.uk/firms/complaint-data
|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||4.51 per 1,000 accounts||N/A||18,783||18,737||51%||47%||49%||General admin/customer service|
|Home finance||7.67 per 1,000 balances outstanding||N/A||1,263||1,362||28%||64%||71%||General admin/customer service|
|Insurance & pure protection*||380.41 per 1,000 policies in force||N/A||44,615||47,389||0%||95%||76%||Unsuitable advice|
|Decumulation & pensions**||N/A||N/A||6||9||11%||44%||44%||Unsuitable advice|
|Credit related||0.18 per 1,000 accounts/loans||N/A||730||750||N/A||N/A||58%||N/A|
To put complaints figures into context, the ‘per 1,000’ accounts / policies metric is used for more meaningful comparisons between different providers.
*The increase in our latest Per 1,000 figures for ‘Insurance & Pure Protection’ is because of an increase in PPI complaints.
**'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.