Join the conversation
We're always looking for ideas on how we can be more helpful. Our Customer Charter is an example of commitments we made to our customers based on what they told us.
We want you to share your ideas on how we can become more helpful, vote for ideas you like and discuss then with us.
1. We will extend our opening hours in our busiest branches
During 2011 more than 650 branches will be open on Saturdays, while our 160 busiest branches will continue to open either early in the morning, or late in the evening. We will regularly review customer demand for longer opening hours.
2. We will serve the majority of customers within 5 minutes in our branches
This year we will serve 80% of customers within 5 minutes in our busiest branches.
3. We will provide you with friendly, helpful service whenever you deal with us
We are aiming for 9 out of 10 customers to rate our service as friendly and helpful.
4. We will help you to make the right choices for you and your money, providing a clear product range with simply explained features and charges
In line with customer feedback, all of our branch literature, standard letters and key web pages will be rewritten to make them simpler and easier to understand.
5. We will provide a 24/7 telephone banking service from our UK based call centres
All of our call centres will continue to be based in the UK and you will always have the option to speak to a real person.
6. We will work with you to keep you safe when you bank online and on your mobile device with us
We will provide free market-leading enhanced security software for all online banking users.
If you become a victim of fraud when banking with us online, or on your mobile phone, we promise to refund any money taken from your account in full, in accordance with our security promise published online.
7. We will help you quickly if your debit card is lost or stolen and you need access to cash
We will despatch all lost and stolen replacement debit cards the next working day by first class post. We will also offer a free emergency cash service through our ATMs to customers whose debit card is lost or stolen.
8. We will continue to be a responsible lender and are committed to finding new ways to help
We will send text messages when you register for our Act Now Alerts, helping you take action to avoid current account charges. We will not provide credit limit increases if we know you are struggling to meet payments on your credit card.
We will support first time buyers by always having mortgages available for up to 90% of the property value.
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 will continue to provide a local banking service wherever we are the last bank in town and will continue to serve more than 45 communities with our mobile banks.
10. We will provide young people with financial education through our independently accredited MoneySense programme
In 2011 we will deliver 19,000 MoneySense lessons in schools.
11. We will actively support the local communities in which we live and work
We are launching CommunityForce, a new initiative to support local communities, by donating time, expertise and £1.9m in funding. We will also offer all our employees a day of paid leave for local voluntary work and provide 7,000 days of community volunteering in 2011.
12. We will resolve customer complaints fairly, consistently, and promptly
75% of customers will be satisfied with the way their complaints have been handled.
13. Twice a year we will publish the most common complaints
And we will strive to address the causes.
14. We will actively seek your thoughts and suggestions on how we can become more helpful
We will continue our Customer Listening Programme to ensure our staff, including executives, hear first hand about the needs and frustrations of our customers.