Complaints data

Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return:  01st April 2023 – 30th September 2023
Brands/trading names covered: B, CGF No.9 Limited, Clydesdale Bank, Clydesdale Bank Asset Finance, CYB Intermediaries Limited, Virgin Money, Yorkshire Bank and Yorkshire Bank Home Loans Limited.

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

Banking & Credit Card complaints stem from over seven million products equating to 3.91 complaints per 1,000 relevant accounts.

For every 1,000 home finance loans, 5.26 complaints were received across the six months reporting period.

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

Virgin Money UK 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 Virgin Money benefit from consistent complaints handling by our Customer Relations Team.

Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return:  1st October 2022 - 31st March 2023
Brands/trading names covered: B, CGF No.9 Limited, Clydesdale Bank, Clydesdale Bank Asset Finance, CYB Intermediaries Limited, Virgin Money, Yorkshire Bank and Yorkshire Bank Home Loans Limited.

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

Banking & Credit Card complaints stem from over seven million products equating to 3.94 complaints per 1,000 relevant accounts.

For every 1,000 home finance loans, 6.14 complaints were received across the six months reporting period.

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

Virgin Money UK 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 Virgin Money benefit from consistent complaints handling by our Customer Relations team.

Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return:  1st April 2022 - 30th September 2022
Brands/trading names covered: B, CGF No.9 Limited, Clydesdale Bank, Clydesdale Bank Asset Finance, CYB Intermediaries Limited, Virgin Money, Yorkshire Bank and Yorkshire Bank Home Loans Limited.

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

Banking & Credit Card complaints stem from over seven million products equating to 4.08 complaints per 1,000 relevant accounts.

For every 1,000 home finance loans, 6.45 complaints were received across the six months reporting period.

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

Virgin Money UK 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 Virgin Money benefit from consistent complaints handling by our Customer Relations team.

Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return: 1 October 2021 - 31 March 2022
Brands/trading names covered: B, CGF No.9 Limited, Clydesdale Bank, Clydesdale Bank Asset Finance, CYB Intermediaries Limited, Virgin Money, Yorkshire Bank and Yorkshire Bank Home Loans Limited.

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

Banking & Credit Card complaints stem from over seven million products equating to 3.67 complaints per 1,000 relevant accounts.

For every 1,000 home finance loans, 4.22 complaints were received across the six months reporting period.

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

Virgin Money UK 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 Virgin Money benefit from consistent complaints handling by our Customer Relations team.

Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return: 1 April 2021 - 30 September 2021
Brands/trading names covered: B, CGF No.9 Limited, Clydesdale Bank, Clydesdale Bank Asset Finance, CYB Intermediaries Limited, Virgin Money, Yorkshire Bank and Yorkshire Bank Home Loans Limited.

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

Banking & Credit Card complaints stem from over seven million products equating to 3.67 complaints per 1,000 relevant accounts.

For every 1,000 home finance loans, 4.30 complaints were received across the six months reporting period.

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

Virgin Money UK 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 Virgin Money benefit from consistent complaints handling by our Customer Relations team.

Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return: 1 October 2020 – 31 March 2021
Brands/trading names covered: B, CGF No.9 Limited, Clydesdale Bank, Clydesdale Bank Asset Finance, CYB Intermediaries Limited, Virgin Money, Yorkshire Bank and Yorkshire Bank Home Loans Limited.

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.

Virgin Money UK 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 benefit from consistent complaints handling by our Customer Assist team.

Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return: Period covered in this return: 01 April 2020 – 30 September 2020
Brands/trading names covered: B, CGF No.9 Limited, Clydesdale Bank, Clydesdale Bank Asset Finance, CYB Intermediaries Limited, Virgin Money, Yorkshire Bank and Yorkshire Bank Home Loans Limited.

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

Banking & Credit Card complaints stem from over seven million products equating to 3.43 complaints per 1,000 relevant accounts.

For every 1,000 home finance loans, 4.67 complaints were received across the six months reporting period.

Insurance & Pure Protection figures are influenced by the FCA's PPI deadline to claim; 29th August 2019. It is anticipated high volumes will also be reflected in the next reporting period.

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

Virgin Money UK 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 Virgin Money benefit from consistent complaints handling by our Customer Relations team.

Firm Name: Clydesdale Bank plc
Group: Clydesdale Bank plc
Period covered in this return: 1 October 2019 - 31 March 2020
Brands/trading names covered: Clydesdale Bank, Virgin Money, Yorkshire Bank, B, CYB Intermediaries Limited, Yorkshire Bank Home Loans Limited, Clydesdale Bank Asset Finance and CGF No.9 Limited.

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

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

Banking & Credit Card complaints stem from over seven million products equating to 3.95 complaints per 1,000 relevant accounts.

For every 1,000 home finance loans, 4.04 complaints were received across the six months reporting period.

Insurance & Pure Protection figures are influenced by the FCA's PPI deadline to claim; 29th August 2019. It is anticipated high volumes will also be reflected in the next reporting period.

Virgin Money UK 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 Virgin Money benefit from consistent complaints handling by our Customer Relations team.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July 2019 - 30 September 2019
Brands/trading names covered: Virgin Money plc

On 26 September 2019, the Court of Session in Edinburgh approved our plans to transfer the business of Virgin Money plc (Virgin Money) to Clydesdale Bank PLC under Part VII of the Financial Services and Markets Act 2000 (FSMA). The transfer happened on the 21 October 2019, which created one bank with over six million customers. From 1 October 2019, complaints will be reported by Clydesdale Bank PLC (Virgin Money UK PLC group). Therefore the data reported here reflects the period 1 July 2019 to 30 September 2019 only.

1. The banking complaints stem from our 1,731,304 savings and current accounts and our 1,553,723 credit cards totalling 3,285,027 accounts and equating to 1.94 complaints per 1,000 relevant accounts. To provide a comparison, over the 6 months 1 July to 31 December 2019 we received 3.66 Banking and Credit complaints per 1,000 accounts.
2. For every 1,000 home finance loans, we received 1.81 complaints in 3 months, and in comparison to the 6 month period 1 July to 31 December we have received 3.17 complaints per 1,000 accounts.
3. We resolved 63% of all complaints received within 3 days and 98.5% within 8 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January 2019 - 30 June 2019
Brands/trading names covered: Virgin Money plc

1. The banking complaints stem from our 1,736,993 savings and current accounts and our 1,478,733 credit cards totalling 3,215,726 accounts and equating to 3.69 complaints per 1,000 relevant accounts.
2. For every 1,000 home finance loans, we received 3.75 complaints.
3. We resolved 70% of all complaints received within 3 days and 99% within 8 weeks.

Firm Name: Virgin Money Unit Trust Managers
Other firms included in this return (if any): None
Period covered in this return: 1 January 2019 - 30 June 2019
Brands/trading names covered: Virgin Money Unit Trust Managers

1. For every 1,000 decumulation and pension accounts, we received 2.17 complaints.
2. For every 1,000 investment accounts, we received 3.44 complaints.
3. We resolved 35% of all complaints received within 3 days and 99% within 8 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July – 31 December 2018
Brands/trading names covered: Virgin Money plc

1. The banking complaints stem from our 1,737,104 savings and current accounts and our 1,355,806 credit cards totalling 3,092,910 accounts and equating to 3.27 complaints per 1,000 relevant accounts.
2. For every 1,000 home finance loans, we received 4.49 complaints
3. We resolved 62% of all complaints received within 3 days and 99% within 8 weeks.

Firm Name: Virgin Money Unit Trust Managers
Other firms included in this return (if any): None
Period covered in this return: 1 July – 31 December 2018
Brands/trading names covered: Virgin Money Unit Trust Managers

1. For every 1,000 decumulation and pension accounts, we received 2.65 complaints
2. For every 1,000 investment accounts, we received 3.04 complaints
3. We resolved 33% of all complaints received within 3 days and 96% within 8 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January – 30 June 2018
Brands/trading names covered: Virgin Money plc

1. The banking complaints stem from our 1,750,400 savings and current accounts and our 1,334,772 credit cards totalling 3,085,172 accounts and equating to 2.31 complaints per 1,000 relevant accounts.
2. For every 1,000 home finance loans, we received 3.80 complaints
3. We resolved 80.50% of all complaints received within 3 days and 99.62% within 8 weeks.

Firm Name: Virgin Money Unit Trust Managers
Other firms included in this return (if any): None
Period covered in this return: 1 January – 30 June 2018
Brands/trading names covered: Virgin Money Unit Trust Managers

1. For every 1,000 decumulation and pension accounts, we received 1.88 complaints
2. For every 1,000 investment accounts, we received 4.42 complaints
3. We resolved 46.60% of all complaints received within 3 days and 97.47% within 8 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July – 31 December 2017
Brands/trading names covered: Virgin Money plc

1. The banking complaints stem from our 1,747,373 savings and current accounts and our 1,107,016 credit cards totalling 2,854,389 accounts and equating to 2.68 complaints per 1,000 relevant accounts.
2. For every 1,000 home finance loans, we received 3.79 complaints
3. We resolved 54% of all complaints received within 3 days and 99% within 8 weeks.

What's changed recently

Previously complaints were reported under VM Unit Trust Managers and VM Personal Financial Services. To drive efficiency and simplicity, during March 2017 Virgin Money moved the management of all of its Investment & Pensions business to one legal entity, VM Unit Trust Managers.

Firm Name: Virgin Money Unit Trust Managers
Other firms included in this return (if any): None
Period covered in this return: 1 July – 31 December 2017
Brands/trading names covered: Virgin Money Unit Trust Managers

1. For every 1,000 decumulation and pension accounts, we received 1.65 complaints
2. For every 1,000 investment accounts, we received 3.70 complaints
3. We resolved 34% of all complaints received within 3 days and 96% within 8 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January – 30 June 2017
Brands/trading names covered: Virgin Money plc

• The banking complaints stem from our 1,738,994 savings and current accounts and our 1,003,808 credit cards totalling 2,742,802 accounts and equating to 2.07 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 3.86 complaints
• We resolved 44% of all complaints received within 3 days and 99% within 8 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July 2016 - 31 December 2016
Brands/trading names covered: Virgin Money plc

In line with changes to FCA Complaint Reporting requirements, the table above now includes all complaints received by Virgin Money including those resolved by the end of the next business day. To put the figures into context:

• The banking complaints stem from our 1,715,426 savings and current accounts and our 883,064 credit cards totalling 2,598,490 accounts and equating to 1.70 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 3.55 complaints
• We resolved 28% of all complaints received within 3 days and 99% within 8 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January 2016 - 30 June 2016
Brands/trading names covered: Virgin Money plc

To put the figures above into context:

• The banking complaints stem from our 1,591,975 savings and current accounts and our 767,916 credit cards totaling 2,359,891 accounts and equating to 1.12 complaints per 1,000 relevant accounts. For comparison, our banking ratio for H2 2015 was 1.40 complaints per 1,000 accounts.
• For every 1,000 home finance loans, we received 2.72 complaints.
• The general insurance and pure protection complaints include 944 speculative complaints relating to the alleged mis-selling of credit card payment protection insurance (PPI). The Virgin Money credit card book does not contain any accounts with PPI and so these complaints were rejected. The remaining 4 insurance complaints are from legacy sales.
• We resolved 99% of all complaints received within 8 weeks and 94% within 4 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July 2015 - 31 December 2015
Brands/trading names covered: Virgin Money plc

To put the figures above into context:

• Our banking results now include our credit card book which was migrated from MBNA in March 2015. The banking complaints stem from our 1,591,975 savings and current accounts and our 628,795 credit cards totalling 2,220,770 accounts and equating to 1.40 complaints per 1,000 relevant accounts. Our ratio for H2 2014 excluded credit cards and was 0.37 per 1,000 accounts. On a like-for-like basis, the ratio for banking in H1 2015 was 0.40 per 1,000 accounts and in H2 2015 was 0.59 per 1,000 accounts. The successful migration of the Credit Card book from MBNA was completed at the end of March 2015 and therefore the volume of Credit Card complaints for H1 included three months rather than six months of complaint volumes.
• For every 1,000 home finance loans, we received 3.54 complaints.
• The general insurance and pure protection complaints include 941 speculative complaints relating to the alleged mis-selling of credit card payment protection insurance (PPI). The Virgin Money credit card book does not contain any accounts with PPI and so these complaints were rejected. The remaining 2 general insurance complaints are from legacy sales.
• We resolved 99% of all complaints received within 8 weeks and 92% within 4 weeks. We handled 100% of complaints within 8 weeks when speculative PPI complaints are excluded.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January 2015 - 30 June 2015
Brands/trading names covered: Virgin Money plc

To put the figures above into context:

• Our banking results now include our credit card book which was migrated from MBNA in March 2015. The banking complaints stem from our 1,463,186 savings and current accounts and our 492,081 credit cards totalling 1,955,267 accounts and equating to 1.21 complaints per 1,000 relevant accounts. Our ratio for H2 2014 excluded credit cards and was 0.37 per 1,000 accounts. On a like-for-like basis, the ratio for banking in H1 2015 was 0.40 per 1,000 accounts.
• For every 1,000 home finance loans, we received 4.68 complaints.
• The general insurance and pure protection complaints include 857 speculative complaints relating to the alleged mis-selling of credit card payment protection insurance (PPI). The Virgin Money credit card book does not contain any accounts with PPI and so these complaints were rejected. The remaining 2 general insurance complaints are from legacy sales.
• We resolved 100% of all complaints received within 8 weeks and 94% within 4 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July 2014 - 31 December 2014
Brands/trading names covered: Virgin Money plc

To put the figures above into context:

• Our 545 banking complaints stem from our 1,463,186 savings and current ccounts, equating to 0.37 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 4.86 complaints.
• The 1 insurance complaints noted is from legacy sales.
• We resolved 97% of all complaints received within 4 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January - 30 June 2014
Brands/trading names covered: Virgin Money plc

To put the figures above into context:

• Of our 791 banking complaints, 719 stem from our 1,445,343 savings and current accounts, equating to 0.5 complaints per 1,000 relevant accounts. In addition, we received 72 complaints relating to the Virgin Money branded MBNA credit card which Virgin Money chose to handle directly. All other Virgin Money branded credit card complaints were handled by MBNA and will be reported separately by them.
• For every 1,000 home finance loans, we received 4.35 complaints.
• The 5 insurance complaints noted is from legacy sales.
• We resolved 96% of all complaints received within 4 weeks.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July - 31 December 2013
Brands/trading names covered: Virgin Money plc

To put the figures above into context:

• Of our 675 banking complaints, 504 stem from our 1,445,343 savings and current accounts, equating to 0.35 complaints per 1,000 relevant accounts. In addition, we received 171 complaints relating to the Virgin Money branded MBNA credit card which Virgin Money chose to handle directly. All other Virgin Money branded credit card complaints were handled by MBNA and will be reported separately by them.
• For every 1,000 home finance loans, we received 4.40 complaints.
• For every £1 million of annual income received from general insurance we reported 10.86 complaints.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 January - 30 June 2013
Brands/trading names covered: Virgin Money plc

To put the figures above into context:

• Our 490 banking complaints stem from 1,525,514 accounts, equating to 0.32 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 4.56 complaints.
• The 5 insurance complaints noted is from legacy sales.
• For every £1 million of annual income received from general insurance we reported 1.32 complaints.

Firm Name: Virgin Money plc
Other firms included in this return (if any): None
Period covered in this return: 1 July - 31 December 2012
Brands/trading names covered: Virgin Money plc

To put the figures above into context:

• Our 606 banking complaints stem from 1,525,514 accounts, equating to 0.39 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 7.39 complaints.
• For every £1 million of annual income received from general insurance we reported 2.64 complaints.

Firm Name: Northern Rock plc
Other firms included in this return (if any): None
Period covered in this return: 1 January - 30 June 2012
Brands/trading names covered: Northern Rock

To put the figures above into context:

• Our 1,249 banking complaints stem from 1,289,548 accounts, equating to 0.97 complaints per 1,000 relevant accounts.
• For every 1,000 home finance loans, we received 8 complaints.
• For every £1 million of annual income received from general insurance we reported 2.44 complaints.