NatWest and RBS banking customers 'poised to see changes'

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NatWest and RBS banking customers 'poised to see changes'

There may be positive changes ahead for NatWest and RBS banking customers, according to a representative from the financial services provider.

Brian Hartzer, chief executive of the firms, made his comments as the NatWest and RBS Customer Charter was unveiled.

He labelled the document a "pledge" that the organisations are taking action to correct previous mistakes.

Mr Hartzer described how his team has "taken stock" regarding how procedures are carried out, adding: "There's a lot we do well for customers, but we can do more and we want to change."

The 14-point Customer Charter was put together from input by more than 30,000 customers and will lead to an independent audit by Deloittes every six months, which will stipulate how well the firms are honouring the promises.

Last week, NatWest and RBS unveiled its new online support programme for small and medium-sized enterprises, which offers such businesses practical advice, economic reports and several other resources.

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