How can we improve? asks under-fire bank
Questionnaires sent out
Cllr Williamson A protest against RBS closures takes place in Aberfeldy today An under-fire bank has been criticised after customers using branches earmarked for closure received surveys asking them how services could be improved.
Royal Bank of Scotland has admitted it sent the feedback questionnaires out “in error”.
The documents encouraged customers to fill them out in a bid to help improve the service in premises that are set to close later this year.
At the end of last year, it was announced the RBS branches in Aberfeldy, Pitlochry, Comrie, Kinross and on Perth’s South Street are to shut in May and June.
Councillor Mike Williamson, who is one of the Highland ward representatives at Perth and Kinross Council, said he has received a number of complaints from his constituents using the branches – some of whom are expected to attend a protest against the plans in the centre of Aberfeldy today (Friday).
Cllr Williamson said: “My constituents have received a questionnaire from RBS about how well the branches are going.
“The questionnaires talk about ‘thank you for visiting RBS, we want to make it the best it can be’, and ask for feedback on their recent visit on how to improve things.
“It seems ridiculous because they are closing the branches down but still asking people on how to improve things!
“The staff at RBS are extremely friendly and I would recommend them to anyone, but if you are closing a branch down, why are you then handing out questionnaires on how to improve it?”
The Royal Bank of Scotland has since apologised.
A spokesperson for the bank said: “The survey for customers was sent out in error, so we would like to apologise to the customers who received the survey.
“We have now rectified this.”
The spokesperson for the Royal Bank of Scotland also confirmed each of the five branch closures in Perth and Kinross will include removing any external ATMs.