The Advertisign Standards Authority (ASA) received complaints over the ad designed to promote NatWest’s Customer Charter.
A voiceover stated: “NatWest has made a public promise to become Britain’s most helpful bank … It’s why we created our Customer Charter. It’s why, when you told us to open on Saturdays, we did.”
Complainants said that this implied all the bank’s branches were open on a Saturday, which they are not.
TV stakeholder body Clearcast, which gives clients advice on regulatory compliance, says that it believed the ads trumpeted NatWest’s achievements as a whole and the idea of Saturday opening as an innovation, rather than of a particular service offering.
The ASA noted the ad focused on the Customer Charter but as there was qualification to explain that the open on Saturdays claim applied to selected branches, it must not be repeated in its current form.