Feedback and complaints

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.

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.

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.

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.

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

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.

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

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.

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

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.

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.

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.

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.

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.