RBS Worst Again, Surprise Surprise

Herald Scotland Reported by Colin McNeill 

Published Wednesday 9 September 2015
RBS finish bottom of customer satisfaction poll

RBS finish bottom of customer satisfaction pollRBS has finished bottom of a survey of customer satisfaction, as rival Clydesdale Bank was named the best bank by current account customers.

The Edinburgh based part-taxpayer owned bank received the worst ranking for the second year in a consumer website’s annual poll.

It was said to be the worst provider overall as well as coming bottom in several categories including for trust, value for money and online service.

It came as RBS and NatWest customers were hit by yet another banking glitch for a short time yesterday morning.

Some customers found themselves unable to withdraw cash or use their card in branches.

The uSwitch.com poll found First Direct and Clydesdale Bank topped the list of best provider.

But RBS were joined by Lloyds, HSBC and Barclays in failing to secure any top positions in the survey of more than 10,000 customers.

Clydesdale was named best provider for customer service in branch, and was rated by customers as having the best switching service and the best app.

Both First Direct and Clydesdale offer cash to people looking to switch to them. First Direct offers £125 to switch to it, while Clydesdale Bank offers £150.

For overall satisfaction, Barclays had fallen from fourth place to number 10.

This month marks two years since rules were introduced to make it easier for people to ditch their old current account provider and switch to a new one. The service cut the length of time it takes to switch to seven working days, from up to 30 previously, and also provides a guarantee that current account customers will not be left out of pocket if something goes wrong.

Nicolas Frankcom, a money expert at uSwitch.com, said: “With savings rates still at rock bottom, current accounts are proving to be much more than an everyday bank account…

“However, while customers are looking for value for money, it’s important that the banks don’t throw the baby out with the bathwater and don’t take their eye off getting the basics right – customer service is key.”

An RBS spokeswoman said: “Whilst we are disappointed in the results of the report, we believe we have made great progress in making RBS both simpler and fairer for our customers, to become the most trusted bank in the UK.”

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