Doing the right thing for customers going through a bereavement


Doing the right thing for customers going through a bereavement

RBS is backing the Daily Mail's campaign to improve how companies deal with customers during this difficult time and to ensure our service is simple, straightforward and sympathetic.

Our news

01 July 2015

In supporting the Daily Mail campaign we are committing to working with the financial services industry to deliver the highest possible standard of service on this issue.

The newspaper launches its campaign this week with a call for simpler processes and more sensitive treatment from specially trained staff. It’s also calling for the Tell Us Once service – used by most local councils – to be extended to financial firms.

Every year in Britain more than 500,000 people die, meaning millions of financial arrangements have to be cancelled. Many people find the practicalities of notifying their bank, insurer, energy company or internet and mobile phone provider of a death complicated and difficult to navigate.

In supporting the Daily Mail campaign, we are committing to working with the financial services industry so that as a bank, we aspire to the highest possible standard of service when dealing with bereavements.

The bank has already improved how we support people in this situation; our dedicated bereavement team offers practical advice, guiding them through the steps they need to take. People can choose how they let us know about their bereavement by using an online system, a freephone number or by going into their branch.

Chief Executive Ross McEwan said “Anyone who has lost someone close to them knows what a difficult time it can be. It is why we do our utmost to treat our customers with sensitivity, and make things simple and easy for them when they need us most. We have comprehensive materials for our staff to use when dealing with someone who has suffered a bereavement, dedicated phone lines for them to call and get specialist help, as well as lots of information on the ‘Life Moments’ section of our websites.

“We know how important it is to get this right - as a bank and across the industry - so we're happy to support the Daily Mail’s ‘Looking After Your Legacy’ campaign to improve the process of dealing with a bereavement."

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