Fair banking

"We’ve been working hard to change by listening to our customers; engaging with the communities in which we operate; investing in our people; simplifying the services we offer; and pricing them in an appropriate and sustainable manner. Collectively, we need to increase transparency in our sector, explain the positive role we play in economic growth and deliver on this."

Brian Hartzer CEO

UK Retail

"A strong bank sits at the heart of a healthy community. We listen to our customers and work to get back to what banking is supposed to be all about: serving customers, serving communities and serving colleagues by facilitating growth and prosperity.This philosophy isn’t anything new for us. It’s steeped in our heritage and it’s the way we’ve always done business."

Ellen Alemany

Chairman and CEO of Citizens Financial Group

Progress and priorities
Progress against 2011 priorities, and priorities for 2012

Focus on customers
Details of our Customer Commitments and resolving complaints in a fair and prompt manner.

Responsible lending practices and products
Ensuring that we have available and affordable credit is a key service that we provide.

Access to financial services
We are committed to helping people who sometimes find it difficult to access financial services.

Financial education
Our MoneySense financial education programme is the biggest of its kind in the UK.

Support for our communities
In 2011 we refocussed our activities to a more local level, getting back to the communities in which we serve.