NatWest article ‘misses point’

The article “Abbey joins the ‘two tier’ rush” (MW June 17) is misleading and misses a very important point.

The Individual Banking Service offered by NatWest is about giving people a choice about how, when and where they deal with the bank. It is not about replacing the service they get from our branches: any customer can visit their local branch to discuss their financial affairs and seek advice – all free of charge. Therefore to imply that “NatWest is to charge customers &£10 per month to see their bank manager” and that “this is a move away from the free service offer” is not correct.

The Individual Banking Service provides a personalised and tailored service that offers additional features that many customers will find attractive. Add to that a service agreement and money-back guarantee and you will see we are offering something that is distinctive and different.

As we approach the millennium and beyond, personalising the services we offer will become increasingly important. NatWest is at the forefront of this: we are the only bank to offer “personal option” – the ability to programme your cashcard to suit your preference for withdrawals at our cash machines; we are leading the way with NatWest Zenda – our personalised information service and now we are introducing the Individual Banking Service.

What’s important is that we continue to offer customers choice: some will see the Individual Banking Service as being ideal for their lifestyle and be prepared to pay it, others will prefer to continue to bank with us as they do now. Either way, we will have satisfied customers and that’s ultimately what it is all about.

David Bloomfield

Head of personal customer marketing



Latest from Marketing Week

Marketing Week Meets… Mark Ritson

The Marketing Week columnist, consultant and professor explains why marketers need to talk about “making money first”, in a podcast recorded at the Festival of Marketing in October.


Access Marketing Week’s wealth of insight, analysis and opinion that will help you do your job better.

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

Register now


Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.


From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.


Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Having problems?

Contact us on +44 (0)20 7292 3703 or email

If you are looking for our Jobs site, please click here