Clo­sure-hit bank asks for feed­back

RBS ad­mits sur­vey sent in er­ror

Strathearn Herald - - NEWS - Rachel Clark

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 “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 Com­rie, Aber­feldy, Pit­lochry, Kin­ross and South Street in Perth 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.

He 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.”

Clos­ing branches down but ask­ing peo­ple how to im­prove

Clo­sure The RBS branch in Com­rie

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