How we'll deal with your complaint
NatWest Markets views a complaint as a customer’s expression of dissatisfaction about a service or product. We see complaints as opportunities to find out what we need to improve, as well as to rescue a client’s trust and confidence and recover that valuable relationship.
Our Complaint Management Policy has been developed to ensure that we achieve these important goals and also aims to promote a culture of fair treatment of clients and comply with regulatory requirements.
When dealing with your complaint, our aim is to be fair to you. If we find that you have suffered loss or inconvenience as a result of our error or omission, we'll aim to return you to the position you would have been in had the error or omission not occurred.
- We'll acknowledge receipt of your complaint in writing.
- We'll thoroughly investigate your complaint to ascertain all the relevant facts.
- We'll endeavour to resolve your complaint as fairly as possible and at the earliest opportunity.
- Your complaint will be handled by employees who are suitably equipped and competent. If we need to use a third party administrator, we'll use only those which we have approved, and we'll oversee their activities to ensure that they meet NatWest Markets’ Complaints Handling Standards and comply with our Complaint Management Policy.
- If we consider that your complaint would be more appropriately dealt with by another part of the RBS Group, we will refer your complaint to that business.
- Within eight weeks of receiving your complaint, we'll report to you in writing on the outcome of our investigation, and, where your complaint is upheld, propose a fair resolution.
- If your complaint is particularly complex, it may take longer to investigate or to reach a final decision; in which case, we'll still write to you eight weeks after receiving your complaint and tell you when we expect to be able to provide a response.
If we cannot agree
Certain complaints can be referred to a dispute resolution provider (e.g. the Financial Ombudsman Service in the UK, or Klachteninstituut Financiële Dienstverlening in the Netherlands). If this is the case, we'll write to let you know about your rights to refer the matter, who you can refer it to, and any time limits that apply. We'll also send you explanatory leaflets where they're available.
Information about alternative dispute resolution providers in the European Economic Area can be found at FIN-NET.