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NatWest/RBS Customer Charter

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  • NatWest/RBS Customer Charter

    They have said some stuff to the BBC so am seeing what they actually mean so first of all here is the SME Customer Charter



    SME Customer Charter


    This is the first time we have formally published a charter of this kind. We intend it to represent an enduring commitment to our SME customers, and one that will evolve over time as we continue to consult with all our stakeholders, and principally the organisations that represent business, with which we are already working closely. We will report regularly and fully on our progress, as part of a wider organisational commitment to openness and transparency that is already well established through our quarterly Corporate Reporting.
    NatWest supports more SMEs than any other bank. We have maintained this position through listening to our customers, understanding their needs and responding to them. Confidence and trust are at the heart of our relationships and we recognise that the events of the past 12 months have tested this. As we rebuild our bank our SME customers are as important as ever to us, and now is a good time for us to set out the core business principles that we commit to in order to ensure that we are supportive, fair and transparent as we help businesses grow. This Charter sets out the basis for relationships with our SME customers.
    1. We will help businesses to start up and grow by:
      • helping with cashflow: for the first two years of trading, offering free transactional banking when you start up a new business 1. We help more than 90,000 businesses to start up each year. It is our intention to continue doing so and to remain the market leader for start ups.
      • providing advice and support: through our Relationship Managers and dedicated Business Hotline (telephone number 0800 158 5977 or visit our website).
      • providing free guides, on-line cashflow tools and regular local training seminars: we will adapt these facilities based on feedback from customers.
    2. We will provide access to finance for SMEs by:
      • providing loans and overdrafts to viable businesses: over the last two years we have provided over £50bn of gross new lending to SMEs. It is our intention to continue to make this level of support available to viable business propositions. We will support all reasonable applications from viable businesses 2 and we will continue to provide access to Government lending schemes such as the Enterprise Finance Guarantee (EFG).
      • providing overdrafts on a committed basis: recognising that businesses need to know their access to working capital is secure, overdrafts will remain in place for the entire term of the agreement unless there is a breach of the terms and conditions of the overdraft.
      • providing support to businesses facing short term financial difficulties: through our specialist teams whose focus will be returning businesses to good health
    3. We will be fair and transparent on pricing by:
      • extending our overdraft Price Promise: this commits us not to increase the margin on overdrafts on renewal unless there has been a material change in the risks associated with the business.
      • committing not to charge arrangement fees on loans or overdraft facilities of more than 1.5% per annum 3: this means that even if we need to review your overdraft more than once per year (e.g. where you ask for additional facilities), we will still charge no more than 1.5% per annum.
      • providing guidance on the factors that determine loan pricing: our Guide to Lending Pricing (PDF, 234KB) clearly explains the factors which influence loan pricing.
    4. We will be transparent when making lending decisions by:
      • always explaining the reasons for our lending decision: we will clearly explain the basis for our lending decision including how we assess whether a business is viable.
      • helping you to structure your borrowing and present your business proposition: we will work with you to determine the optimal lending facility and provide guidance on how best to present your requests for lending to us.
      • offering you the right to challenge our lending decision: Business Hotline (telephone number 0800 158 5977 or visit our website) gives you an additional route to challenge us if you disagree with our original lending decision.

    These commitments will remain in place until at least the end of 2010 following which we may alter some of the detail of these principles. However, the overarching themes are intended to be a long term commitment to our customers, typically customers with turnover of up to £25m. We will continue to offer competitive pricing on all new loans.
    1. Free banking means that the charges for the day to day running of your account (known as your 'service charge') will not apply during the free banking period. At the end of this period, you will automatically move to the Standard Tariff. Charges for "Additional Services" and "Unarranged Borrowing" are not part of the free banking offer. Free banking applies to businesses that started trading within the past twelve months with projected or existing annual turnover not exceeding £1 million.
    2. Subject to the prudent management of the Bank’s balance sheet.
    3. Effective from 1st January 2010. Our commitment on maximum arrangement fees is subject to: (i) a minimum fee of £150 and (ii) customers remaining within Terms and Conditions of their facility. It does not apply to (i) fees other than arrangement fees, for example, monitoring or security fees (ii) the property finance sector, or (iii) where we provide intensive support for businesses facing financial difficulties. Where we provide intensive support, fees will reflect additional work, but we will offer the ability to add any fees to the overall facility to help manage cashflow

    NatWest - Business banking - Banking your way - Direct business banking
    ------------------------------- merged -------------------------------
    RBS and NatWest pledge on 'last branches in town'

    Page last updated at 23:47 GMT, Saturday, 12 June 2010 00:47 UK



    The RBS pledge applies to branches in about 100 communities Royal Bank of Scotland has promised its branches will not be closed where it runs the only bank left in a town.
    The pledge, also covering its NatWest subsidiary, is part of a 14-point customer charter published on Sunday.
    It is intended to help the bank regain public trust after it required a giant government bail-out.
    Other elements of the charter include 200 branches opening earlier and closing later on weekdays, and more branches opening on Saturdays.
    There are also measures being taken to reduce customer waiting times in branches.
    The pledges extend to giving customers annual reviews of their finances, early-warning support for customers facing financial difficulties, and clearer information on services.
    Continue reading the main story
    We have learned that we need to make business sustainable again, and an important part of that is doing things that are of value to the community
    Brian Hartzer RBS UK Retail Chief Executive
    The promise not to leave towns without any bank facilities would apply to about 100 communities across Britain.
    That could increase if other banks close branches, but Brian Hartzer, Chief Executive of UK Retail at RBS, said it was "simply the right thing to do".
    He added: "Access to services is incredibly important. We're major players in the market, we have a real responsibility with our banking licence to be responsive to community concerns, and one of the things that came out of our research was that this issue of accessibility was really important.
    "It's a good way of saying we have made mistakes, we have learned that we need to make business sustainable again, and an important part of that is doing things that are of value to the community."
    After surveying opinion from 30,000 customers, Mr Hartzer said: "There's been a lot of pressure on the overall group brand, but at a local level, we've found customers still trust their local bankers, they are looking for us to get back on our feet, and do the right thing by them."
    He went on: "We had a really close call as a business and are thankful we were rescued. We have since taken stock on how we do things.
    "There's a lot we do well for customers, but we can do more and we want to change. This won't happen overnight, but the customer charter is our pledge that we are on the case and will be held to account against the progress we make."
    The customer charter has been backed by the Money Advice Trust, which was consulted on it.



    BBC News - RBS and NatWest pledge on 'last branches in town'


    This makes no sense whatsoever. They have been looking at reducing staff and have asked people to apply for voluntary redundancy. They are closing two branches in August(there may be more) yet they are stating earlier and later opening hours without the staff to man them.....are they having a laugh?
    Last edited by natweststaffmember; 13th June 2010, 11:59:AM. Reason: Automerged Doublepost

  • #2
    Re: NatWest/RBS Customer Charter

    1. We will extend our opening hours in our busiest branches
    By the end of 2010 we intend to have 600 branches open on Saturdays, plus selected branches will open early in the morning or late in the evening.
    Considering that they decided in 2008 to open 40% of their branches on saturdays anyway this won't prove difficult to achieve the saturday part of it. Selected branches will be main branches.

    2. We will aim to serve the majority of customers within 5 minutes in our branches
    This year we’ll introduce a new queue busting programme in our busiest branches to ensure every available member of staff is out serving customers during busy periods.
    They've been working on this for ages via a number of ideas, for example, split lunches, no lunches during the peak hours so enjoy the queue outside of lunchtime hours.

    3. We will provide you with friendly, helpful service whenever you deal with us
    We're aiming to get 9 out of 10 customers to rate our service as helpful.
    Would you expect less?

    4. We will help you to make the right choices for you and your money
    All of our branch literature will be simplified and rewritten in line with customer feedback. We will also introduce a new Customer Service Review programme by the end of 2010.
    We will sell you more stuff you don't need

    5. We will provide a 24/7 telephone banking service
    Our call centres are UK Based and we’ll always give you the option to speak to a real person.
    Online banking does this anyway



    6. We are committed to keeping you safe online
    We provide free market-leading enhanced security software for all online banking users, and in July we’ll publish our Online Banking Security Promise.
    That's the rapport software I keep saying NO to.

    7. We will help you quickly if your debit card is lost or stolen and you need access to cash
    Our emergency cash service is available to all customers whose debit card is lost or stolen.
    Well, this has been in operation for a few years so not sure why this is in there

    8. We will continue to be a responsible lender and are committed to finding new ways to help
    We don’t provide credit limit increases to those who are struggling to meet payments on their credit card and will continue to work with independent organisations to help people in financial difficulty. We will also introduce a dedicated support team to help those who are falling into financial difficulty.
    They should have been doing this already so why have they failed to do so before now?

    9. We pledge to stay open for business if we are the last bank in town and will consider a range of options to ensure a local banking service is available
    We’ve already identified over 100 ‘Last in Town’ locations where we’ll continue to provide a local banking service.
    And they are shutting a load of branches in Augest this year to leave other banks the last in town. Locally the biggest village near to Cambridge is losing a sub branch and Barclays is the last one in the village

    10. We will teach over 25,000 financial education lessons in schools in 2010
    We will provide young people with financial education through our MoneySense programme.
    Nothing new here since Moneysense has been in operation for years and schools have not alway had a high take up

    11. We will actively support the local community in which we live and work
    We will do this by creating a community fund. In addition, we’ll offer all our employees a day off for local voluntary work with the aim of providing 7,000 days of community volunteering in 2010.
    Similar to Barclays.

    12. We will resolve customer complaints fairly, consistently, and promptly
    We are aiming for 75% of customers to be satisfied with the way their complaint has been handled.
    The likelihood is that this will be the focus of their surveys so expect more hassling over that one each month.
    13. Twice a year we will publish the most common of complaints
    And we’ll strive to address the causes
    They have already hit this one since they publish complaint data.
    14. We will actively seek your thoughts and suggestions on how we can become more helpful
    We will launch a new Customer Listening Programme to ensure our staff, including Executives, can hear first hand about the needs and frustrations of our customers.
    Focus groups again. Why do they not already listen to their customers. Are they using former Labour PR companies?

    Every 6 months we'll publish a report to let you see how well we have fulfilled our commitments and identify any areas which need improvement. It will also include a full range of customer comments.
    NatWest Customer Charter


    My comments in red. will finish them off later.
    Last edited by natweststaffmember; 14th June 2010, 13:18:PM.

    Comment


    • #3
      Re: NatWest/RBS Customer Charter

      Here is the press release:

      Customers help RBS and NatWest launch Customer Charter

      14 June 2010

      NatWest and RBS today launch a Customer Charter created for and by customers. The Charter sets out the things that really matter to customers and what they have a right to expect from the Bank. The Bank is committed to making these things real in its aim to become Britain’s most helpful Bank.
      The views of more than 30,000 customers were condensed into the 14 point Charter. The progress made against each promise will be monitored by customers each year and the results made transparent in an independent audit by Deloittes and published every six months.
      Customer Charter highlights include:
      • Early morning and late night opening in 200 branches by the end of the year(these will be the large city branches so expect quite a few in London)
      • Aim to serve the majority of customers queuing in our branches within 5 minutes by introducing a queue measurement tool to our busiest 300 branches(they have done this for years, ie aces in space, split lunches, queue walking to take out people with cheques, introducing business tills, have low transaction tills).
      • Pledge to stay open for business if we are the last bank in town and will consider a range of options to ensure a local banking service is available(this isn't really something that is that new)

      The Bank has also shared the Charter with consumer organisations including Citizens Advice Bureau (CAB), Consumer Focus and Money Advice Trust.
      Joanna Elson, Chief Executive, Money Advice Trust said, "We warmly welcome RBS' new Customer Charter and are pleased to have been consulted on its contents. It is always a positive step to set out for customers what they can expect and we look forward to working with RBS as this new initiative develops."
      Brian Hartzer, CEO, RBS and NatWest said: "We had a searing experience as a business and are thankful we were rescued. We have since taken stock on how we do things. There’s a lot we do well for customers, but we can do more and we want to change. This won’t happen overnight, but the Customer Charter is our pledge that we are on the case and will be held to account against the progress we make."
      RBS - The Royal Bank of Scotland Group plc - Customers help RBS and NatWest launch Customer Charter
      My comments in red again.
      ------------------------------- merged -------------------------------
      http://br.thenewsmarket.com/RBS/br/Login/Landing.aspx

      This is the bloke who is saying this. Is he deluded?
      UK call centres----they always had this. They are already publishing results on their website so what is actually new to this.



      Furthermore, this is how MSE has reported it:

      RBS launches charter to re-build customer trust - MoneySavingExpert News

      Please note the over 800 branches bit.....cough cough

      Daily Mail Article:
      More banks set to open on Saturdays as RBS and NatWest face up to customer demands | Mail Online
      In the above article it says that the number is 883 branches or almost 50% of branches yet that pledge is not in the charter.
      RBS Bank website says 80 branches to be open and NatWest website says 600 branches so the question is how many branches are actually open on Saturday anyway?
      Last edited by natweststaffmember; 14th June 2010, 19:16:PM. Reason: Automerged Doublepost

      Comment


      • #4
        Re: NatWest/RBS Customer Charter

        Congratulations to NatWest you have achieved one of your targets within 2 days of publishing the Charter:

        I asked natwest about the first part which is partly about opening 600 branches of NatWest open on saturdays. NatWest responded to my question on how many branches were currently open on Saturday.....

        "We have 1640 branches of which over 600 open on Saturday"


        Congratulations NatWest!!

        Comment


        • #5
          Re: NatWest/RBS Customer Charter

          Originally posted by natweststaffmember View Post
          Congratulations to NatWest you have achieved one of your targets within 2 days of publishing the Charter:

          I asked natwest about the first part which is partly about opening 600 branches of NatWest open on saturdays. NatWest responded to my question on how many branches were currently open on Saturday.....

          "We have 1640 branches of which over 600 open on Saturday"


          Congratulations NatWest!!
          They published their result and guess what, they got commitment 1 right

          Don't try and download the report cos you can't.

          NatWest Customer Charter
          "Family means that no one gets forgotten or left behind"
          (quote from David Ogden Stiers)

          Comment


          • #6
            Re: NatWest/RBS Customer Charter

            Top 5 complaints:

            "We know that fixing the causes of complaints is very important to our customers, so we are addressing the 5 most common complaints in the following ways:
            1. Charges relating to Current Accounts
            We have simplified the charging structure on our current accounts and, in order to help customers avoid charges, introduced a text alert service to let them know when they have reached their overdraft limit.
            2. Charges relating to Credit Cards
            We have made it easier to pay credit card bills automatically, introduced new ways to pay a regular fixed amount, and made changes to ensure customers pay off the balance with the highest interest rate first.
            3. Problems with Payment Protection Insurance
            Along with a number of other Banks, we are waiting for the outcome of a Judicial Review before we decide how we handle these complaints. Those Payment Protection Insurance complaints that are not affected by the Review are being resolved in the usual way.
            4. Replacement debit cards arriving late
            We are introducing a new text alert service in February 2011 so that customers can track the progress of their new card.
            5. Queried payments from Current Accounts
            We have identified the key causes of these queries, such as customers who make a purchase and do not recognise the company name that appears on their statement. We are currently exploring ways to better address queried payments."
            "Family means that no one gets forgotten or left behind"
            (quote from David Ogden Stiers)

            Comment


            • #7
              Re: NatWest/RBS Customer Charter

              http://www.natwest.com/Downloads/glo...er_Results.pdf

              The link didn't work although by the time their customer relations came back to me, the link finally did.
              "Family means that no one gets forgotten or left behind"
              (quote from David Ogden Stiers)

              Comment


              • #8
                Re: NatWest/RBS Customer Charter

                BBC News - Paul Lewis interview with Brian Hartzer

                Interview with Brian Hertzer, Head of RBS retail.
                @1:45 talks of complaints and fine and have references to PPI there/CMC's


                He also speaks about cross selling and overdrafts as well
                "Family means that no one gets forgotten or left behind"
                (quote from David Ogden Stiers)

                Comment

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