RBS and NatWest seek to rebuild trust with Customer Charter
Royal Bank of Scotland/NatWest is attempting to burnish its tarnished image in the wake of the government bail out by launching a 14-point Customer Charter guaranteeing minimum service levels.
The organisation is keen to transform itself into the UK’s ‘most helpful bank’ and devised the 14-point Charter based on feedback from more than 30,000 customers. It also plans to publish details of how it is measuring up against its own standards every six months in an independent audit undertaken by Deloitte.
Brian Hartzer, the bank’s chief executive, said: "We had a searing experience as a business and are thankful we were rescued. We have since taken stock of how we do things. There’s a lot we do well for customers, but we can do more and we want to change."
Although such change would not happen overnight, the Customer Charter showed that the organisation was "on the case" and would be held to account for the progress it had made, he added.
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