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Our Customer Charter

Our 14 customer commitments.

This is a serious commitment and we want to tell you how we intend to deliver on it. Over the past year we’ve made some concrete changes to improve the ways we help our customers.

But we want to do more.

Our Customer Charter is based on the things that you have told us are important. We are committed to making those things real. We don’t expect to achieve all of them immediately, and we know that we have work to do, but we will be open about our progress.

Our Commitments

Make banking easy

  • We will extend our opening hours in our busiest branches
  • We will aim to serve the majority of customers within 5 minutes in our branches
  • We will provide you with friendly, helpful service whenever you deal with us
  • We will help you to make the right choices for you and your money, providing a clear product range with simply explained features and charges
  • We will provide a 24/7 telephone banking services from our UK-based call centres

Help when you need us

  • We will work with you to keep you safe when you bank online with us
  • We will help you quickly if your debit card is lost or stolen and you need access to cash
  • We will continue to be a responsible lender and are committed to finding new ways to help

Support the communities in which we work

  • We pledge to stay open for business if we are the last bank in town and consider a range of options to ensure a local banking service is available
  • We will provide young people with financial education through our independently accredited MoneySense programme
  • We will actively support the local communities we work in

Listen to you

  • We will resolve customer complaints fairly, consistently and promptly
  • We will publish the 5 most common complaints and strive to address the causes
  • We will actively seek your thoughts and suggestions on how we can become more helpful

Find out more about the RBS Customer Charter

Find out more about the NatWest Customer Charter

Every 6 months we’ll publish a report to let you see how well we have fulfilled our commitments and identify any areas which need improvement. It will also include a full range of customer comments.