The Royal Bank of Scotland is to spend £700 million on its retail operations between 2013 and 2016 in an effort to improve customer service levels.
Can't come a moment too soon; back at the end of January I was unable to access Internet Banking on a Sunday, and the advice from RBS Help Desk was worse than useless.
I wrote and complained to the Head of Corporate Banking on 3rd February, and heard absolurely nothing until my Relationship Manager contacted me on 15th March, telling me he'd only just been informed about my complaint.
You can't begin to make it up : today (19th) I got a letter from RBS dated 7th March in response to my letter (of 15th Feb) which they said they received on 1st March (takes 2 weeks to be transferred from HQ London to Birmingham Service Centre).
It says nothing pertinent to my case other than "your case is being fully investigated and you will be provided with an update or full response within the next 10 working days" - so they're overdue already?
Of course I'm welcome to call them, on an 0845 number.
Oh they also said they enclosed a copy of their "Complaint Handling Guidance leaflet" - except they didn't!
© Finextra Research 2013