NatWest Customer Charter report - February 2011

SimonM_2

Hi,

NatWest haven't published their Customer Charter report yet, I believe it is due "in February 2011", but does anyone here know the exact date that is it due to be published? Any employees of the bank on this forum able to shed some more light on this?

Thanks,

SimonM_2

NatWest failed to publish their Customer Charter report in February as they had promised to do in advertising, however it is now due to be published on Wednesday March 2nd.

Via Google News I've found that the FT has an article at http://www.ft.com/cms/s/0/e72b64c0-4438-11e0-931d-00144feab49a.html#axzz1FOKcOozH which seems to be from an interview with Brian Hartzer who mentions that the bank failed to meet 5 of the self-imposed targets, including complaints handling, service levels in branches and product literature. Please see the FT website to read the full article, they ask for it not to be copied and pasted away from their site.

It'll be interesting to see what the full report details are when published, I know there are a few MSE forum members very keen on seeing what NatWest/RBS say, myself included.

stclair

I have a feeling it will make some great bedtime reading ;-)

chambta

We've had the RBS version in the branches but not for issue to customers for some reason.

Alpine_Star

chambta wrote: »

We've had the RBS version in the branches but not for issue to customers for some reason.

Marvelous.

KingElvis

Knew the charter thing was a load of corporate honk.

glennc1981

The first report on the NatWest Customer Charter is now up at http://www.natwest.com/global/customer-charter/g1/results.ashx?DCMP=ILC-ChtrRsltsMAR11

Though it's likely identical, the RBS Customer Charter is available at http://www.rbs.co.uk/global/customer-charter/g1/results.ashx

SimonM_2

The August 2011 report has appeared on their website but I've not heard any news about it (yet).

And yet again they haven't met a number of their committments, failing 7 of the areas, including people rating them friendly and helpful, customers being happy with the way complaints are handled, queue times in branches, sending replacement cards within 24 hours, 10,000 days of staff volunteering, etc... It seems all very similar to the previous report with the same areas failing yet again.

The full report is at http://www.natwest.com/Downloads/global_options/charter/NatWest_Our_Customer_Charter_Results_jan_jun_11.pdf

It's interesting to note that they have changed "achieved" to "on target" now, where they've actually "failed" with a big red cross. They've also moved the "year" to be from the start of this process in June 2010 to cover the calendar year, giving them an extra six months of time to try and achieve these targets that they claim they are "on target" for, where as if the report was 12 months from when it started they should be reporting on their first years worth of the Customer Charter now, in this report. Yet again I feel conned and mislead by NatWest, yet again they've shown themselves to be failing what they promise to deliver: helpful banking. Helpful Banking it certainly isn't.

willo65

SimonM wrote: »

The August 2011 report has appeared on their website but I've not heard any news about it (yet).

And yet again they haven't met a number of their committments, failing 7 of the areas.

.

You didn't mention some of the fails were very close like the 24 hour card replacement was a fail because 2 cards were despatched one day layer, and not closing the last branch in town failed because 1 branch couldn't get a renewal on the lease.

SimonM_2

willo65 wrote: »

You didn't mention some of the fails were very close like the 24 hour card replacement was a fail because 2 cards were despatched one day layer, and not closing the last branch in town failed because 1 branch couldn't get a renewal on the lease.

A fail is a fail as far as I'm concerned. NatWest set the targets and haven't been able to meet them, it's as simple as that. Why didn't they move to another premises within the town when their lease couldn't be renewed?

opinions4u

SimonM wrote: »

A fail is a fail as far as I'm concerned. NatWest set the targets and haven't been able to meet them, it's as simple as that. Why didn't they move to another premises within the town when their lease couldn't be renewed?

£1m to kit out any new premises perhaps!