Customers help RBS and NatWest launch Customer Charter

NatWest and RBS have launched a Customer Charter created for and by customers. The Charter sets out the things that really matter to customers and what they have a right to expect from the Bank.  The Bank is committed to making these things real in its aim to become Britain's most helpful Bank.

The views of more than 30,000 customers were condensed into the 14 point Charter. The progress made against each promise will be monitored by customers each year and the results made transparent in an independent audit by Deloittes and published every six months.

Customer Charter highlights include:

Early morning and late night opening in 200 branches by the end of the year

Aim to serve the majority of customers queuing in our branches within 5 minutes by introducing a queue measurement tool to our busiest 300 branches

Pledge to stay open for business if we are the last bank in town and will consider a range of options to ensure a local banking service is available

The Bank has also shared the Charter with consumer organisations including Citizens Advice Bureau (CAB), Consumer Focus and Money Advice Trust.

Joanna Elson, Chief Executive, Money Advice Trust said, "We warmly welcome RBS' new Customer Charter and are pleased to have been consulted on its contents. It is always a positive step to set out for customers what they can expect and we look forward to working with RBS as this new initiative develops."

Brian Hartzer, CEO, RBS and NatWest said: "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."