UK Retail offers a comprehensive range of banking products and related financial services to the personal market. It serves customers through the RBS and NatWest networks of branches and ATMs, and also through telephone and internet channels.
Our NatWest and RBS brands serve more than 15 million retail customers, making us the number two player in the UK banking market.
We offer a full range of products, including current accounts, mortgages, credit/charge cards and deposit accounts. We also help our customers with their financial planning.
We recognise that there’s strong competition on the high street and we need to help restore the reputation of the RBS group.
We are committed to becoming the UK’s most Helpful and Sustainable bank. We’ll do this through a strategic programme to:
• Re-engage our customers
• Restore the pride of our people
• Radically simplify the business
• Grow quality revenue.
Over the past year we’ve made some concrete changes to the ways we help our customers and it’s encouraging that both RBS and NatWest retain a strong position for service in our customers’ eyes - but we want to do more.
Helpful banking is about putting the customer at the fore-front of all that we do. We need to be pro-active about meeting the customer’s needs. We need to simplify things for our customer to deliver the most efficient service. We need to genuinely care about the customer and the work that we do and we need to be professional at all times to deliver the highest quality of service.
Our Customer Charter is based on the things that customers have told us are important to them. Through this we’ve publicly committed to giving our customers the help they need from their bank.
We’re committed to making these things real. We don’t expect to achieve all of them immediately, and we know that we have work to do, but we’ll be open about our progress. However, we’re confident that with the changes we’re making we’ll build a successful business that will play a huge part in returning the Group to standalone strength.
Find out more about RBS Retail >
Find out more about NatWest >