RBS and NatWest push ‘most helpful bank’ promise in ads

NatWest and RBS customers are being promised that they are banking with the most helpful banks in the country as they launch a 14-point customer charter guaranteeing the minimum levels of service they can expect.

NatWest

Among the points in the Customer Charter is a promise to serve the majority of customers within five minutes by introducing a “queue measurement tool” for its busiest branches; extending branch hours in locations where a NatWest or RBS branch is the only bank left in town; and opening other branches for longer and on Saturdays.

The new charter was drawn up after a consultation with 30,000 customers. It is being advertised with a national campaign pushing the “helpful banking” message. The campaign has been created by M&C Saatchi.

Royal Bank of Scotland, which owns RBS and NatWest, is 84% owned by the government after public money was used to stop it from collapsing at the height of the global financial crisis in 2008.

After the bailout, it has faced criticism for paying bonuses to senior staff and failing to meet business lending targets.

Brian Hartzer, who took over as CEO of RBS and NatWest in August last year, 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.”

Latest from Marketing Week

NOT REGISTERED? IT'S FREE, QUICK AND EASY!

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

THE BEST CONTENT

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.

THE BIGGEST ISSUES

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.

PERSONAL AND PROFESSIONAL DEVELOPMENT

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 3711 or email subscriptions@marketingweek.com

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