Tell me moreWelcome to the RBS Customer Charter
Our commitment to you
This is a serious commitment and we want to tell you how we intend to deliver on it. Over the past year we’ve made some concrete changes to improve the ways we help our customers.
But we want to do more.
Our Customer Charter is based on the things that you have told us are important. We are committed to making those things real. We don't expect to achieve all of them immediately, and we know that we have work to do, but we will be open about our progress.
1. We will extend our opening hours in our busiest branches
By the end of 2010 we'll have over 80 branches open on Saturdays, plus selected branches will open early in the morning or late in the evening.
2. We will aim to serve the majority of customers within 5 minutes in our branches
This year we'll introduce a new queue busting programme in our busiest branches to ensure every available member of staff is out serving customers during busy periods.
3. We will provide you with friendly, helpful service whenever you deal with us
We're aiming for 9 out of 10 customers to rate our service helpful.
4. We will help you to make the right choices for you and your money, providing a clear product range with simply explained features and charges
All of our branch literature will be simplified and rewritten in line with customer feedback. We’re also introducing a new Customer Service Review programme to make it easier for our customers to choose the right product for them.
5. We will provide a 24/7 telephone banking service
Our call centres are UK Based and we'll always give you the option to speak to a real person.
6. We will work with you to keep you safe when you bank online with us
We provide free market-leading enhanced security software for all online banking users, and we’ve published our new Online Banking Security Promise.
7. We will help you quickly if your debit card is lost or stolen and you need access to cash
Our emergency cash service is available to all customers whose debit card is lost or stolen.
8. We will continue to be a responsible lender and are committed to finding new ways to help
We don’t provide credit limit increases to those who are struggling to meet payments on their credit card and will continue to work with independent organisations to help people in financial difficulty. We will also introduce a dedicated support team to help those who are falling into financial difficulty.
9. We pledge to stay open for business if we are the last bank in town to ensure a local banking service is available
We've already identified over 100 'Last in Town' locations where we'll continue to provide a local banking service.
10. We will provide young people with financial education through our independently accredited MoneySense programme
In 2010 we will deliver 25,000 MoneySense lessons in schools.
11. We will actively support the local community in which we live and work
We will do this by creating a community fund. In addition, we’ll offer all our employees a day off for local voluntary work with the aim of providing more than 7,000 days each year to community volunteering.
12. We will resolve customer complaints fairly, consistently, and promptly
We are aiming for 75% of customers to be satisfied with the way their complaint has been handled.
13. Twice a year we will publish the most common areas of complaint
And we'll strive to address the causes.
14. We will actively seek your thoughts and suggestions on how we can become more helpful
We will launch a new Customer Listening Programme to ensure all our staff, including Executives, can hear first hand about the needs and frustrations of our customers.
And you'll be the judge
Every 6 months we'll publish a report to let you see how well we have fulfilled our commitments and identify any areas which need improvement. It will also include a full range of customer comments.