Our Customer Promises

Our Customer Promises are at the heart of our culture, and every single member of our team is committed to them. We want everyone to know what we stand for and show the service we deliver makes a real difference to you.

• I listen, understand and respond to your needs
• I do what I say
• I act where problems arise

The promises have been created from the responses you gave us through our extensive customer surveys and cover the most important things you expect when dealing with us.

Some customers have given us feedback...

“It’s the personal service that makes the difference” Charlotte Dickson
“When I was deciding about an extension to my house, my Relationship Manager Simon was a superstar. He sat me down and really took the time to listen to what I wanted and helped me come to the best solution for me. I felt that I was treated as an individual, not just another customer – a great service!” Charlotte Dickson Customer, NatWest Jersey

“Fast, efficient and reliable” Vanessa Teuma
“For work, I have to visit the bank regularly so speed and efficiency is really important. The staff at NatWest are really good, they take the time to listen to what I need and then process it quickly. It’s a really reliable service and friendly, I have no complaints at all.” Vanessa Teuma Customer, NatWest Gibraltar

...but what do our Customer Promises mean to you?

Your feedback helps us to understand the things that are important to you. If you have any comments or suggestions on how we can improve any aspect of our service or products, please complete the Customer Promises feedback form, speak to a member of staff in any of our branches or contact your Relationship Manager.

• Customer Promises feedback form