Closure-hit bank asks for feedback
RBS admits survey sent in error
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