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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 2016 – 30th September 2016

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

Following new rules on improving complaints handling introduced by the Financial Conduct Authority in 2016, our future complaints data publications will change. The changes, which include providing a fuller set of complaints data, are designed to be more informative for consumers, and will be published in a new format from our next complaint reporting period 1st October 2016 – 31st March 2017. For more information on the new rules on improving complaints handling please visit https://www.fca.org.uk/firms/complaints-data

  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking 10,712 11,210 95% 43%
Home finance 1,212 1,286 79% 75%
General insurance and pure protection (including PPI) 24,775 20,551 98% 82%
Decumulation, life and pensions 49 61 77% 18%
Investments 80 93 73% 68%
Credit-related 597 784 Not applicable 55%

To put the above figures into context:

10,712 banking complaints were received; 2.5 complaints per 1,000 relevant customer accounts.

For every 1,000 home finance loans that we hold, we received 7.3 complaints.

We received 1.6 complaints per 1,000 general insurance and pure protection products. This excludes complaints relating to PPI. With PPI complaints included, we received 147.5 complaints per 1,000 policies held.

49 customers contacted us to complain about decumulation, life and pensions products. This means that we received 5.0 complaints per 1,000 policies held.

80 customers contacted us to complain about investment products. This means that we received 0.7 complaints per 1,000 policies held.

597 Credit-related complaints were received; 0.1 complaints per 1,000 banking customers.

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 Experience & Complaints team acts on behalf of both banks.