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Customer focused
At RBS, we have a simple purpose to serve customers well. This is at the core of our ambition to be number one for customer service, trust and advocacy.


Serving customers well starts with listening. We’ve recently started an enhanced customer feedback programme and made sure our people have the power to make changes based on what they learn.


So far, we’ve had surveys back from 47,000 customers. We’ve phoned 4,750 of them to learn even more about their experiences with us. From this, our senior teams are working on 168 ideas for how to improve our service. And they’ve made 63 of them priorities.


Serving customers well also means treating them fairly, offering our customers flexibility in how they choose to bank with us, offering extra help to vulnerable customers and those in financial difficulty, keeping their funds safe and secure, and improving financial capability and supporting enterprise more broadly.

In order to deliver our purpose, we are determined to find new and improved ways to serve customers well and to challenge the status quo where we need to.


“We’re building a bank that anticipates the needs of customers, that puts them in control of how, when and where they do their banking and gives them the support needed to adapt in an ever changing world.”

Les Matheson, CEO Personal and Business Banking