Feedback and complaints
Keeping our promise to be Out of the Ordinary
We are committed to ensuring our products, service and our people deliver on our promise to be Out of the Ordinary, and aim to resolve complaints quickly and fairly. If it is not possible to promptly resolve your complaint, we will be in touch to update you on its progress through our complaint handling process.
We aim to be in a position to provide a final response to your complaint within eight weeks of the complaint being received. If this has not been possible, we will inform you when we expect to respond however you may decide to refer the matter to the Financial Ombudsman Service.
If you have a suggestion on how we can improve or you would like to submit a complaint, please let us know via the contacts listed below.
How to provide feedback or make a complaint
Private Banking
Private Banking
In writing
Investec Bank plc
The Banking Team
30 Gresham Street
London
EC2V 7QP
By email
By phone
To talk to a member of our team, please call +44 (0)20 7597 4050
Structured Products
Structured Products
In writing
Investec Structured Products,
PO Box 914,
Newport NP20 9PE
By phone
Please call +44 (0)34 4892 0942
Corporate and Wholesale
Corporate and Wholesale
In writing
Investec Bank plc
Corporate and Wholesale Team
30 Gresham Street
London
EC2V 7QP
Independent review of your complaint
Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within 6 months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.
The Financial Ombudsman Service will only deal with your complaint if you have first given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
The contact details for the Financial Ombudsman Service are set out below.
You can also contact us directly by email, using the details listed above.
Or write to:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Phone: 0800 023 4567 (consumer helpline)
Investec Bank plc complaints data
The Financial Conduct Authority (FCA) requires firms that receive 500 or more complaints to publish a summary of reportable complaints on a six-monthly basis. In July 2016 the complaints reporting requirements were broadened to include all complaints that have been resolved within two working days. Since this is our first publication, no historical data is presented.
The FCA provides the template for our completion, so that all relevant data is captured, and a comparison can be easily made between firms. Further information can be found on the FCA’s website at http://www.fca.org.uk/firms/complaints-data.
Firm name: Investec Bank plc
Period covered in this report: 1 April 2025 to 30 September 2025
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products, and Investec Special Bank
| Product / service grouping | Number of complaints opened by volume of business | Number of complaints opened | Number of complaints closed | % closed within 3 days | % closed after 3 days but before 8 weeks | % upheld | Main cause of complaints opened | |
| Provision (at reporting period end date) | Intermediation (within the reporting period) | |||||||
| Banking and credit cards | 1.32 per 1000 accounts | N/A | 338 | 334 | 34% | 65% | 61% | general admin / customer service |
| Home finance | 1.07 per 1000 balances outstanding | per 1000 sales | 3 | 3 | 0% | 100% | 33% | general admin / customer service |
| Insurance and pure protection | per 1000 policies in force | per 1000 policies sold | 0 | 0 | 0% | 0% | 0% | N/A |
| Decumulation and pensions | per 1000 policies in force | per 1000 policies sold | 0 | 0 | 0% | 0% | 0% | N/A |
| Investments | 0.00 per 1000 client accounts | per 1000 sales or equivalent transactions | 0 | 0 | 0% | 0% | 0% | N/A |
| Credit-related | (Recommended only) per 1000 accounts / loans | (Recommended only) per 1000 sales | N/A | N/A | N/A | N/A | N/A | N/A |
Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
Historical complaints data for Investec Bank plc
-
1 October 2016 - 31 March 2017
Period covered in this report: 1 October 2016 - 31 March 2017
Brands/trading names covered: Investec Bank plc, Investec Private Bank, Investec Structured Products and Investec Specialist Bank.
Product/service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards 6.55 per 1000 accounts N/A 664 668 54% 46% 72% General admin / customer service Home finance 15.82 per 1000 balances outstanding N/A
10 8 0% 100% 88% General admin / customer service Insurance and pure protection 0 N/A
0 0 0% 0% 0% N/A
Decumulation and pensions 0 N/A
0 0 0% 0% 0% N/A
Investments 6.91 per 1000 client accounts N/A
227 243 25% 75% 87% Delays / timescales Credit-related N/A N/A
5 5 N/A
N/A
60% N/A
Investec Bank plc takes any complaints received very seriously, and has dedicated teams to deal with complaints in the quickest and fairest way possible.
To put the above figures into context:- We received 6.55 complaints for banking per 1,000 relevant accounts over the period.
- With regards to investments, for every 1,000 relevant accounts, we received 6.91 complaints over the period.
- 15.82 complaints were opened per 1,000 balances outstanding for home finance.
-
1 October 2017 - 31 March 2018
Period covered in this report: 1 October 2017 - 31 March 2018
Brands/trading names covered: Investec Bank plc, Investec Private Bank, Investec Structured Products and Investec Specialist Bank
Product/ service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards 4.11 per 1000 accounts
N/A
436
437
72%
28%
76%
General admin / customer service
Home finance 7.60 per 1000 balances outstanding
N/A
6
5
0%
100%
50%
General admin / customer service
Insurance and pure protection 0 N/A
0 0 0% 0% 0% N/A
Decumulation and pensions 0 N/A
0 0 0% 0% 0% N/A
Investments 2.50 per 1000 client accounts
N/A
85
86
45%
55%
70%
Delays / timescales
Credit-related N/A N/A
8 9 N/A
N/A
87% N/A Investec Bank plc takes any complaints received very seriously, and has dedicated teams to deal with complaints in the quickest and fairest way possible.
To put the above figures into context:- We received 4.11 complaints for banking per 1,000 relevant accounts over the period.
- With regards to investments, for every 1,000 relevant accounts, we received 2.50 complaints over the period.
- 7.60 complaints were opened per 1,000 balances outstanding for home finance.
-
1 April 2017 - 30 September 2017
Period covered in this report: 1 April 2017 - 30 September 2017
Brands/trading names covered: Investec Bank plc, Investec Private Bank, Investec Structured Products and Investec Specialist Bank.Product/ service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards 5.80 per 1000 accounts N/A 592 588 67% 33% 71% General admin / customer service Home finance 9.01 per 1000 balances outstanding N/A
6 8 25% 75% 75% General admin / customer service Insurance and pure protection 0 N/A
0 0 0% 0% 0% N/A
Decumulation and pensions 0 N/A
0 0 0% 0% 0% N/A
Investments 4.47 per 1000 client accounts N/A
147 141 45% 55% 84% Delays / timescales Credit-related N/A N/A
1 1 N/A
N/A
100% N/A Investec Bank plc takes any complaints received very seriously, and has dedicated teams to deal with complaints in the quickest and fairest way possible.
To put the above figures into context:- We received 5.80 complaints for banking per 1,000 relevant accounts over the period.
- With regards to investments, for every 1,000 relevant accounts, we received 4.47 complaints over the period.
- 9.01 complaints were opened per 1,000 balances outstanding for home finance.
-
1 April 2018 - 30 September 2018
Period covered in this report: 1 April 2018 to 30 September 2018
Brands/trading names covered: Investec Bank plc, Investec Private Bank, Investec Structured Products and Investec Specialist Bank
Product/ service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards 6.10 per 1000 accounts
N/A
751
681
57%
43%
80%
General admin / customer service
Home finance 9.39 per 1000 balances outstanding
N/A
9
10
10%
90%
70%
General admin / customer service
Insurance and pure protection 0 N/A
0 0 0% 0% 0% N/A
Decumulation and pensions 0 N/A
0 0 0% 0% 0% N/A
Investments 1.44 per 1000 client accounts
N/A
51
56
45%
55%
75%
General admin / customer service
Credit-related - - 8 7 N/A
N/A
57% N/A Investec Bank plc takes any complaints received very seriously, and has dedicated teams to deal with complaints in the quickest and fairest way possible.
To put the above figures into context:- We received 6.10 complaints for banking per 1,000 relevant accounts over the period.
- With regards to investments, for every 1,000 relevant accounts, we received 1.44 complaints over the period.
- 9.39 complaints were opened per 1,000 balances outstanding for home finance.
-
1 April 2020 to 30 September 2020
Period covered in this report: 1 April 2020 to 30 September 2020
Brands/trading names covered: Investec Bank PLC, Investec Private Bank,Investec Structured Products and Investec Special Bank
Product/ service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards per 1000 accounts 6.64
N/A
1156
1149 86%
14%
45%
General admin / customer service
Home finance per 1000 balances outstanding 4.91
per 1000 sales
8 8
13%
88%
75%
General admin / customer service
Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A
Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A
Investments per 1000 client accounts 2.51
per 1000 sales or equivalent transactions
84
106
30%
57%
63%
General admin / customer service
Credit-related - (Recommended only) per 1000 accounts / loans - (Recommended only) per 1000 sales 2 2 N/A
N/A
100% N/A -
1 October 2018 to 31 March 2019
Period covered in this report: 1 October 2018 to 31 March 2019
Brands/trading names covered: Investec Bank plc, Investec Private Bank, Investec Structured Products and Investec Specialist Bank
Product/ service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards 5.54 per 1000 accounts
N/A
831
823
55%
44%
65%
General admin / customer service
Home finance 4.54 per 1000 balances outstanding
N/A
5 4
0%
75%
50%
General admin / customer service
Insurance and pure protection 0 N/A
0 0 0% 0% 0% N/A
Decumulation and pensions 0 N/A
0 0 0% 0% 0% N/A
Investments 1.26 per 1000 client accounts
N/A
46
43
33%
67%
70%
General admin / customer service
Credit-related - - 5 5 N/A
N/A
40% N/A Investec Bank plc takes any complaints received very seriously, and has dedicated teams to deal with complaints in the quickest and fairest way possible.
To put the above figures into context:
- We received 5.54 complaints for banking per 1,000 relevant accounts over the period.
- With regards to investments, for every 1,000 relevant accounts, we received 1.26 complaints over the period.
- 4.54 complaints were opened per 1,000 balances outstanding for home finance.
-
1 April 2019 to 30 September 2019
Period covered in this report: 1 April 2019 to 30 September 2019
Brands/trading names covered: Investec Bank plc, Investec Private Bank, Investec Structured Products and Investec Specialist Bank
Product/ service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards 5.37 per 1000 accounts
N/A
827
823
73%
27%
57%
General admin / customer service
Home finance 7.82 per 1000 balances outstanding
N/A
10 9
11%
78%
33%
General admin / customer service
Insurance and pure protection 0 N/A
0 0 0% 0% 0% N/A
Decumulation and pensions 0 N/A
0 0 0% 0% 0% N/A
Investments 1.54 per 1000 client accounts
N/A
57
51
24%
69%
88%
General admin / customer service
Credit-related - - 7 6 N/A
N/A
50% N/A Investec Bank plc takes any complaints received very seriously, and has dedicated teams to deal with complaints in the quickest and fairest way possible.
To put the above figures into context:
- We received 5.37 complaints for banking per 1,000 relevant accounts over the period.
- With regards to investments, for every 1,000 relevant accounts, we received 1.54 complaints over the period.
- 7.82 complaints were opened per 1,000 balances outstanding for home finance.
-
1 October 2019 to 31 March 2020
Period covered in this report: 1 October 2019 to 31 March 2020
Brands/trading names covered: Investec Bank PLC, Investec Private Bank,Investec Structured Products and Investec Special Bank
Product/ service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards per 1000 accounts 5.49
N/A
972
963
79%
19%
45%
General admin / customer service
Home finance per 1000 balances outstanding 4.34
per 1000 sales
6 6
0%
100%
67%
Delays / timescales
Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A
Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A
Investments per 1000 client accounts 2.86
per 1000 sales or equivalent transactions
93
75
23%
51%
56%
General admin / customer service
Credit-related - (Recommended only) per 1000 accounts / loans - (Recommended only) per 1000 sales 3 4 N/A
N/A
75% N/A -
1 October 2020 to 31 March 2021
Period covered in this report: 1 October 2020 to 31 March 2021
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products and Investec Special Bank.
Product/ service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period) Banking and credit cards 5.02 per 1000 accounts
N/A
861
858 84%
16%
37%
General admin / customer service
Home finance 3.73 per 1000 balances outstanding
N/A
7
9
56%
44%
100%
General admin / customer service
Insurance and pure protection 0 N/A
0 0 0 0 0 N/A
Decumulation and pensions 0 N/A
0 0 0 0 0 N/A
Investments 1.08 per 1000 client accounts
N/A
35
38
29%
66%
47%
General admin / customer service
Credit-related N/A N/A
7
6
N/A
N/A
50% N/A
Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
-
1 April 2021 to 30 September 2021
Period covered in this report: 1 April 2021 to 30 September 2021
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products and Investec Specialist Bank
Product / service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 5.02 per 1000 accounts N/A 1368 1339 85% 15% 33% general admin / customer service Home finance 3.73 per 1000 balances outstanding per 1000 sales 8 7 14% 86% 71% general admin / customer service Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Investments 1.08 per 1000 client accounts per 1000 sales or equivalend transactions 74 74 27% 73% 54% general admin / customer service Credit-related (Recommend only) per 1000 accounts / loans (Recommended only) per 1000 sales 5 5 N/A N/A 100% N/A Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
-
1 October 2021 to 31 March 2022
Period covered in this report: 1 October 2021 to 31 March 2022
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products and Investec Specialist Bank
Product / service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 9.51 per 1000 accounts N/A 1738 1739 86% 14% 28% general admin / customer service Home finance 2.96 per 1000 balances outstanding per 1000 sales 7 7 0% 100% 57% general admin / customer service Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Investments 3.06 per 1000 client accounts per 1000 sales or equivalend transactions 58 60 12% 88% 48% general admin / customer service Credit-related (Recommend only) per 1000 accounts / loans (Recommended only) per 1000 sales 4 4 N/A N/A 75% N/A Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
-
1 April 2022 - 30 September 2022
Firm name: Investec Bank plc
Period covered in this report: 1 April 2022 to 30 September 2022
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products, Investec Specialist Bank and Investec Asset Finance
Product / service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 9.51 per 1000 accounts N/A 1913 1893 79% 21% 27% general admin / customer service Home finance 2.96 per 1000 balances outstanding per 1000 sales 14 14 7% 93% 86% general admin / customer service Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Investments 3.06 per 1000 client accounts per 1000 sales or equivalend transactions 54 52 2% 98% 48% general admin / customer service Credit-related (Recommended only) per 1000 accounts / loans (Recommended only) per 1000 sales 3 3 N/A N/A 33% N/A Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
-
1 October 2022 - 31 March 2023
Firm name: Investec Bank plc
Period covered in this report: 1 October 2022 to 31 March 2023
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products, and Investec Special Bank
Product / service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 6 per 1000 accounts N/A 1208 1199 63% 37% 39% general admin / customer service Home finance 2.96 per 1000 balances outstanding per 1000 sales 3 5 0% 100% 40% general admin / customer service Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Investments 3.06 per 1000 client accounts per 1000 sales or equivalent transactions 58 61 2% 97% 69% general admin / customer service Credit-related (Recommended only) per 1000 accounts / loans (Recommended only) per 1000 sales 1 2 N/A N/A 100% N/A Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
-
1 April 2023 - 30 September 2023
Firm name: Investec Bank plc
Period covered in this report: 1 April 2023 to 30 September 2023
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products, and Investec Special Bank
Product / service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 2.34 per 1000 accounts N/A 508 515 38% 62% 59% general admin / customer service Home finance 3.40 per 1000 balances outstanding per 1000 sales 9 10 10% 90% 70% general admin / customer service Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Decumulation and pensions per 1000 policies in force per 1000 policies sold 1 1 0% 100% 0% Delays Investments 5.60 per 1000 client accounts per 1000 sales or equivalent transactions 27 24 8% 92% 50% general admin / customer service Credit-related (Recommended only) per 1000 accounts / loans (Recommended only) per 1000 sales N/A N/A N/A N/A 100% N/A Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
-
1 October 2023 - 31 March 2024
Firm name: Investec Bank plc
Period covered in this report: 1 October 2023 to 31 March 2024
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products, and Investec Special Bank
Product / service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 1.97 per 1000 accounts N/A 467 445 32% 78% 61% general admin / customer service Home finance 4.15 per 1000 balances outstanding per 1000 sales 11 9 0% 100% 33% general admin / customer service Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0 0 0 N/A Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0% 0% 0% N/A Investments 5.72 per 1000 client accounts per 1000 sales or equivalent transactions 28 28 4% 93% 29% general admin / customer service Credit-related (Recommended only) per 1000 accounts / loans (Recommended only) per 1000 sales N/A N/A N/A N/A N/A N/A Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
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1 April 2024 to 30 September 2024
Firm name: Investec Bank plc
Period covered in this report: 1 April 2024 to 30 September 2024
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products, and Investec Special Bank
Product / service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 1.80 per 1000 accounts N/A 426 436 41% 27% 61% general admin / customer service Home finance 3.77 per 1000 balances outstanding per 1000 sales 10 11 0% 100% 82% general admin / customer service Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0% 0% 0% N/A Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0% 0% 0% N/A Investments 2.23 per 1000 client accounts per 1000 sales or equivalent transactions 8 7 14% 86% 29% general admin / customer service Credit-related (Recommended only) per 1000 accounts / loans (Recommended only) per 1000 sales N/A N/A N/A N/A N/A N/A Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.
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October 2024 to 31 March 2025
Firm name: Investec Bank plc
Period covered in this report: 1 October 2024 to 31 March 2025
Brands/trading names covered: Investec Bank PLC, Investec Private Bank, Investec Structured Products, and Investec Special Bank
Product / service grouping Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed % closed within 3 days % closed after 3 days but before 8 weeks % upheld Main cause of complaints opened Provision (at reporting period end date) Intermediation (within the reporting period)
Banking and credit cards 1.50 per 1000 accounts N/A 377 371 27% 73% 56% general admin / customer service Home finance 3.39 per 1000 balances outstanding per 1000 sales 9 9 0% 100% 57% general admin / customer service Insurance and pure protection per 1000 policies in force per 1000 policies sold 0 0 0% 0% 0% N/A Decumulation and pensions per 1000 policies in force per 1000 policies sold 0 0 0% 0% 0% N/A Investments 0.00 per 1000 client accounts per 1000 sales or equivalent transactions 8 9 11% 89% 45% general admin / customer service Credit-related (Recommended only) per 1000 accounts / loans (Recommended only) per 1000 sales N/A N/A N/A N/A N/A N/A Note 1: When providing the appropriate information on the context of complaints, a firm should choose the metric which best reflects whether the majority of business undertaken by the firm involves the provision of products or services by the firm itself or intermediation. In cases where this is not possible, a firm may provide information on context for both intermediation and provision.
Note 2: For provision, information on context should relate the number of complaints opened within the reporting period to the total volume of a firm’s relevant business at the end date of the reporting period. This is likely to include accounts opened, loans provided, policies sold and funds and investments provided before the commencement of the relevant reporting period.
Note 3: For intermediation, information on context published by a firm should relate the number of complaints opened within the reporting period to the number of sales within the relevant reporting period only.
Note 4: It is recommended that firms publish appropriate information on context in respect of credit-related complaints. However, publication of this data is not mandatory.
Note 5: When a firm publishes the ‘main cause of complaints opened’, this should be the cause category prompting the largest number of complaints for the relevant product/service grouping in Table 4 of Part A-2, DISP 1 Annex 1.