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RBS - Complaints data
There is a Daily Mail article as well. Just for clarify because the number of complaints could be seen to be high. The definition of a complaint that we were told at the time I worked for them was "Any form of dissatisfaction whether justified or not".
Branches ARE targetted for complaints so for example, if the complaints logged are low, we were told to log them if they had to wait for a cashier for example, no statement received at the day they normally do(even if there had been a bank holiday).
Whilst the figures are good, it would be nicer to see the number of complaints going from 2 weeks to 8 weeks since that might provide better figures as to why they were not closed.
Some of the biggest issues was that you had to refer so much to a Customer Service Centre who gave you a different answer to the one you had asked.
There is a Daily Mail article as well. Just for clarify because the number of complaints could be seen to be high. The definition of a complaint that we were told at the time I worked for them was "Any form of dissatisfaction whether justified or not".
Branches ARE targetted for complaints so for example, if the complaints logged are low, we were told to log them if they had to wait for a cashier for example, no statement received at the day they normally do(even if there had been a bank holiday).
Whilst the figures are good, it would be nicer to see the number of complaints going from 2 weeks to 8 weeks since that might provide better figures as to why they were not closed.
Some of the biggest issues was that you had to refer so much to a Customer Service Centre who gave you a different answer to the one you had asked.
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