RBS launches Customer Charter
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The Royal Bank of Scotland is launching a Customer Charter pledging to fulfil customers’ key demands of the bank.
The Charter reflects the views of more than 30,000 customers condensed into the 14 point Charter.
Each promise will be monitored independently by Deloittes to ensure it is fulfilled with reports every six months.
Key pledges include early and late night openings in 200 branches by the end of the year and customers served within five minutes at branches.
But Which? chief executive, Peter Vicary-Smith says it is a good start but urged them to adopt the Future Banking Commission recommendations, of which he was a member.
He says: “Which? knows people are concerned about the lack of good financial products available, irresponsible lending and the poor customer service they too often receive in banks.
“While RBS’s Customer Charter is a positive step to improve performance for consumers, banks must implement the recommendations of the Future of Banking Commission to resolve the fundamental problems in the sector.”
Brian Hartzer, RBS and NatWest CEO, says: “We had a searing experience as a business and are thankful we were rescued. We have since taken stock on how we do things. There’s a lot we do well for customers, but we can do more and we want to change. This won’t happen overnight, but the Customer Charter is our pledge that we are on the case and will be held to account against the progress we make.”
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