This move could save a customer around £2.00 for every call they make to the bank from a mobile, based on average call length.
First bank to act on cheaper calls
Customers can use 0345 and 0370 numbers as part of their mobile package minutes, meaning their calls are more likely to be free.I If they need to make a complaint their call will always be free.
Les Matheson, Interim CEO for UK Retail at RBS and NatWest, said: “I'm pleased to say that from today many of our customers will find their calls to us are considerably cheaper, if not free. We're the first bank to take action on cheaper calls for customers and I hope others will follow suit“
In a phased approach, the bank will introduce basic rate numbers for mortgage, lost and stolen cards and charges enquiry lines by the end of the year and freephone numbers for fraud and financial difficulty by the end of March 2014.
The Bank currently takes around 2.5 million calls per month across all lines. Almost 2 million of these through our general enquiry lines.
All new numbers are available through our branded support centres: