Customer commitments | RBS


Customer commitments

Building the number one bank for trust and service in the UK

 

RBS is making steady progress towards building a simpler, smaller and fairer bank, and remains focused on delivering the commitments for personal and business customers that we announced on 27 February 2014.

RBS is going to change the UK banking sector for the better.

 

We said we would stop offering deals to new customers that we are not prepared to offer to our existing customers.

Progress:

 

We now offer our best rates to new and existing customers across our product range. There is now no Personal Banking or Business Banking deal that is not available to existing customers.

We said we would also ban teaser rates, including zero per cent balance transfers in our credit card business.

 

Progress:

 

We have banned teaser rates. We run a fair and transparent credit card business for our customers.

 

We said we would use simple language in our customer letters, on our websites and in our branches.

Progress:

 

Customer letters and emails have been simplified for our personal and business customers so they are straightforward and transparent. We have reduced the number of pages on our personal banking website by over 60%. In branches we have fewer, shorter brochures making it easier for customers to find information.

 

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We said that by the end of 2014 we would cut in half the number of personal and SME products on offer.

Progress:

 

We have reduced the number of Personal and SME products on offer by 50%. We are becoming a smaller, simpler bank to do business with.

We said we would improve the clarity of our language to customers. By the end of 2014 we will be able to explain all of our personal and SME charges on one side of A4.

Progress: 

 

Fees and charges are explained on one side of A4 for both our personal and business customers and will be communicated via our internet sites by the end of February 2015. We have a duty to our customers to provide a straightforward breakdown of all charges. 

 

 

Read our A4 page of charges [PDF 38KB].

 

 

 

We said we would speed up our account opening process for personal customers. We will cut how long it takes to open a personal current account from five days to next day.

Progress: 

 

All customers applying for a personal current account who have the required ID and pass our fraud and credit checks can now open their account the next working day.

We said we would also improve the process to open a personal current account online so customers could upload their identification, such as their passport, and open their entire account from home.

Progress:

 

All customers applying for a personal current account who have the required ID and pass our fraud and credit checks can complete their application online and where required, are able to upload key ID documents from home. 



We said that by the end of 2014, customers would have access to Mobile Banking and Online Banking within one day.

Progress:

 

All Personal and Business Banking customers now have access to online banking by the next working day. Existing customers with a debit card now have access to mobile banking the next working day.

We said we would put Business Bankers back on the high street. We would have hundreds of Business Bankers help small business people open accounts, apply for loans and get the help they need.

 

Progress:

 

82% of Business Banking frontline staff are immediately above/next to our branches. This equates to 1,335 Business Banking specialists in branch today. We are simplifying processes so that Business Bankers can spend more time with customers, providing help and advice in branch or via telephone. 

We said we would start making small business lending decisions in five days.

Progress:

 

We are processing lending decisions quicker. In almost all cases, lending decisions are made and communicated to the customer in five days or less with two-thirds of business lending decisions made locally and/or by sector specialists.

Next: Our long term targets
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