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We want to become Britain’s most Helpful Bank. That’s why, in 2010, we launched our Customer Charter. We’ve worked hard to live up to our commitments, always striving to provide you with the products and services you want. We’ve made progress and laid strong foundations, but there’s more to do.
Based on what you’ve told us, you’ll find our renewed commitments on the following pages. These are the things you have told us are important to you, so we’ll do our best to deliver them. Only by continuing to do what our customers really want, will we become Britain’s most Helpful Bank. Tell us what you think.
We’re here to help. All our staff are committed to doing just that. And we want to make sure you’re satisfied at all times with the help and guidance we give you.
1) Your satisfaction with the quality of our service will be an essential part of how we reward our staff.
2) Our branch staff will be accredited by the Chartered Bankers’ Institute to ensure they have the right knowledge to help you.
3) If we make a mistake we will apologise and fix it, quickly and fairly.
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Life's full of surprises and they’re not always pleasant ones. We're here to help you as quickly as possible when things go wrong
4) We will refund money lost from your account if we find you have been a victim of banking fraud.
5) We will provide you with a free emergency cash service if your debit card is lost or stolen, and send you a new card the next day.
6) We will be proactive in doing what we can to help customers who may be facing financial difficulty.
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Whether you want to talk to us in person, on the phone, or choose to do your banking online we aim to make sure your banking experience is as efficient and helpful as possible.
7) We will serve 90% of customers in five minutes or less in our branches.
8) We will answer at least 90% of customer calls in less than a minute, from our UK-based telephone centres, 24 hours a day, seven days a week.
9) We will continue to offer new and innovative mobile banking services that make banking faster and more convenient, wherever you are.
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Communities are important, when they thrive we all benefit. That’s why we remain committed to supporting communities across the country.
10) We pledge to maintain banking services wherever we are the last bank in town, that is where the nearest alternative bank is more than 1 mile away.
11) We will provide every secondary school pupil with access to MoneySense, our financial education programme.
12) We will continue to offer all our staff a day of paid leave to help projects in their local community.
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