Reception desk in building lobby

Customer Focus

Putting customers at the heart of our bank

We have 24 million customers, and they are at the heart of everything we do. We exist to serve them, and we earn their trust by focusing on their needs and delivering an excellent service. This means structuring RBS around the people with whom we do business and simplifying the way we work.

Our customers inspire us to bring our values to life. In partnership with RBS, real people can use their skills to change their lives and their communities.

Two customers' stories:

Digital Dyers is one of just a handful of dye houses still working in Leicester. Owners Sukhvinder ‘Suki’ Heer and Ranjit Singh Mahal have personal experience of the downside of the textile market, losing their jobs when another Leicester textile firm went into liquidation in 1999, making 100 employees redundant. But they turned adversity to their advantage, acquiring machinery from the liquidated firm to set up their own business in a leased factory. “The opportunity came up for us to buy this building and with RBS's help it’s been a lot easier,” says Suki. “Actually we’re paying less mortgage now than what we were paying in rent.”

When Jan Wilkinson’s partner, Mark Weir, passed away in a helicopter accident in March 2011, she needed help and calm thinking. Not only was she left to provide for their three children but she also had to take over the running of the business Mark had built. With the help of RBS, Jan’s now taking forward Mark’s ambitions. She’s taking a collaborative approach and working with other local businesses to create success. “You get a far better product when you work together and the whole community benefits,” she says.

“RBS exists to help our customers, to support them, and to make their lives easier”.

Ross McEwan – Chief Executive, RBS
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