As a proactive bank we’re building simple, intuitive and secure digital journeys for all our products and services and investing in the professional development of our frontline colleagues so we can give our customers what they want – outstanding service that’s effortless every day and brilliant when it matters.
Les Matheson, CEO Personal Banking
We’re living in a world where customers expect everything to be available when and where they want it. Then when they need our help for something more important, like buying a home, they expect brilliant, personal service.
That’s why we’re pouring all our energy into making this the best bank for customers. Using automation and technology we’re simplifying and streamlining our key customer journeys to make the end-to-end experience better for customers.
We’re focused on serving customers well. For us this means treating customers fairly, offering them flexibility in how they choose to bank with us and offering extra help to vulnerable customers and those in financial difficulty. It means keeping their funds safe and secure, improving financial capability and supporting enterprise.
We’re proud to have the most professional workforce of any bank in the UK, with over 13,000 colleagues achieving their Professional Banker Certificate. We have an award winning banking app, which has over 6.3 million users and was awarded ‘Best Banking App’ at the British Bank Awards in 2017 and 2018. We lent over £30 billion to help customers buy or remortgage their home in 2018 and we get real-time feedback from our customers which we are listening to, learning from and acting on every day.
We’ve already made great progress in putting the customer at the heart of everything we do. We’re confident that by continuing to find new and exciting ways to innovate we can give our customers what they want – outstanding service that’s effortless every day and brilliant when it matters.