NatWest pushes service review despite falling short

NatWest has taken three page ads out in most national newspapers today (7 March) to trumpet the progress it has made in boosting service, despite missing key targets on complaint handling and marketing.


The bank, part of state-owned banking group Royal Bank of Scotland, is running ads to flag the one-year anniversary of its customer charter, which detailed plans to improve service in 25 areas.

Ads are headed “our customer charter, the results are in” and “to find out how helpful we are see inside”.

Twenty of the 25 targets set last year were met, including pledges to open longer and answer 90% of calls in less than one minute, the bank says.

The bank, however, fell short on five commitments including promises to simplify and re-write branch literature and handle 75% of complaints in a “satisfactory” manner.

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