Help and support for personal and business customers. Rothesay branch closure 26/06/2018

Transcription

1 Help ad support for persoal ad busiess customers Rothesay brach closure 26/06/2018 Facts are correct as at 14/02/2018

2 Customer ad Commuity Egagemet followig closure aoucemet We wrote to customers of Rothesay to iform them of the plaed decisio to close the brach o the 26/06/2018. We cotacted the followig orgaisatios ad people i the commuity to discuss the decisio: Breda O'Hara MP Commuity Moey Advice Michael Russell MSP Local Church Groups Age UK Vulerable, elderly & regular customers cotacted Citizes Advice We have had the followig feedback sice we aouced the closure of the Rothesay brach: 10 Equiries* 0 Complaits* The mai themes were: Customers are cocered that the earest Post Office will ot be able to cope with the icreased umber of customers Customers are cocered that there will o loger be a face to face brach service i the commuity. Here s what we ve said ad doe: We met with the local postmaster ad the Post Office to make sure they re ready for the local demad. We ve also spoke to everyoe who said they were cocered. Our local brach team have cotacted customers to discuss their idividual circumstaces ad ogoig bakig requiremets, ad have offered help ad support with the most suitable ways to bak i the local area. Royal Bak of Scotlad Rothesay brach will close as plaed o 26/06/2018. Our brach staff are available to aswer ay further questios that you may have. For ay further questios or cocers followig the closure please cotact your Local CEO: Hazel Brydo, ; hazel.brydo@rbs.co.uk Access to Bakig Stadards Royal Bak of Scotlad is fully committed to the idustry-wide Access to Bakig Stadards itroduced by UK Fiace i May This documet, which you ca read olie, provides key iformatio about the actios baks must udertake whe a decisio to close a brach is made. For further iformatio o the Access to Bakig Stadards please visit * A complait is ay expressio of dissatisfactio about ay aspect of our relatioship with our customers where the complaiat is allegig to have suffered or may suffer fiacial loss, material icoveiece or material loss. * A equiry is ay questio that ca be aswered immediately, at first poit of cotact.

3 Nearest Royal Bak of Scotlad braches to bak Brach Address Opeig hours * Wedesday 10am Largs 13.2 miles Mai Street, Largs, Ayrshire, KA30 8AF Mo to Fri* 9.15am to 5pm Greeock Cathcart Street 16.0 miles 122 Cathcart Street, Greeock, Refrewshire, PA15 1BA Mo to Fri* Sat 9.15am to 5.30pm 9am to 3pm Duoo 28.1 miles 70 Joh Street, Duoo, Argyll, PA23 8BL Mo to Fri* 9.15am to 5pm Busiess customers We have a rage of busiess services available. We are ivestig i automatio i our brach etwork, to improve the pay-i facilities to help our customers with their bakig. Your relatioship cotact will provide you with details of the ivested brach(es) coveiet to your locatio. Busiess customers ca use our mobile app, Baklie (product fee may apply) or digital bakig to maage their accouts ad paymets, 24/7. There are also courier solutios available to our customers icludig Bak to You, for busiess customers watig to save time visitig a alterative brach, Mobile Brach or Post Office. Speak to your regular poit of cotact to fid out more. Local Post Offices As a Royal Bak customer you ca get a balace, make withdrawals usig your debit card ad PIN ad pay i cash ad cheques with a pre-prited payig-i slip at ay Post Office. Busiess customers ca also use Post Offices to make cheque deposits ad cash deposits of up to 2,000 with a pre-prited payig-i slip, debit card withdrawals of up to 500. They ca register with their Relatioship Maager for a chage-givig service, omiatig a Post Office of their choice for this service. Stadard charges will apply for busiess customers as if they were usig a Royal Bak brach. Brach Distace Opeig hours* Rothesay Port Baatye Skelmorlie 0.1 miles 2.3 miles 8.0 miles Mo to Sat Su Mo to Fri Sat Su Mo to Fri Sat * Please check with your local Post Office to cofirm bakig ope times. 9am to 5.30pm 10am to 4pm 8am to 4.30pm 8am to 2.30pm 10am to 2.30pm 9am to 5.30pm (closig 1pm Wed) 9am to 12.30pm

4 Closest free-to-use cash machies Cash machie There are a umber of free-to-use cash machies withi two miles icludig: Bak of Scotlad, Motague Street, Rothesay TSB, Motague Street, Rothesay Cardtroics, The Cooperative, Bridge Street, Rothesay Video Bakig Customers ca also use our Video Bakig service allowig you to meet a persoal bakig advisor without havig to visit the brach. To fid out more ad book a appoitmet visit rbs.co.uk/waystobak. Help with bakig olie or o your mobile Our Royal Bak TechXperts are o had to help you with Olie Bakig i the lead up to the brach closure. So, if you eed a had gettig olie or wat to kow how to use our Mobile Bakig app, just ask. Glossary of terms Couter trasactio a service activity carried out by a customer i brach with a represetative of the bak e.g. cash deposit, cash withdrawal, cheque deposit. TechXpert experts i brach to support ad educate customers o the use of alterative ways to bak icludig mobile ad olie bakig. Commuity Baker professioally qualified bakers who meet our customers where it s most coveiet for them, supportig their uderstadig of how to maage their fiaces, explaiig the may ways to bak while offerig help ad advice o olie security ad how to keep their moey safe. Day-to-day bakig customers makig use of i-brach services such as cash deposits, cash withdrawals, cheque deposits. Mobile/olie trasactio a trasfer, paymet or amedmet to a paymet via the mobile app or olie bakig. LCEO a Local Chief Executive Officer is resposible for overseeig ad maagig a umber of braches across a set geographical area. Active customers regularly usig a brach customers who use brach services at least oce a week over a six-moth period. Get Cash a fuctio o our mobile bakig app that lets customers withdraw moey quickly without usig their bak card. Baklie allows customers to maage multiple busiess accouts, see all trasactios i real time ad make secure domestic ad iteratioal paymets. Bak to You a cash collectio ad delivery service available to o-persoal customers.

5 The way we bak is chagig More ad more people are choosig to do their bakig olie, with our Mobile Bakig app, or over the phoe. It s more coveiet to do it at a time ad place that suits you, rather tha come ito brach. This meas some braches are beig used a lot less tha they used to be. Brach usage is dow 40% sice 2014* 1.1 billio mobile ad olie trasactios i first half of 2017 a icrease of 41% sice the secod half of 2014* Number of customers usig our mobile app up by 43% sice 2014* Mobile trasactios up by 73% sice 2014 with 3,531 logis per miute to our app i Q3 2017* * Data iclusio: Royal Bak of Scotlad, NatWest ad Ulster Bak Norther Irelad. How we decide to close a brach Closig a brach is a decisio we take very seriously. Sice 2012 i Rothesay we have see the followig: l Couter trasactios have reduced by 33% l Oly 74 customers are usig the brach o a regular basis. Of these customers 22% also use other braches l A total of 2261 customers visited the brach i the last six moths. l Of these customers 75% also choose to bak olie, via telephoy or at a ATM. We also cosider a rage of local factors over a log period (Jue ) How customers are choosig to bak with us How ofte customers are usig the brach ad what trasactios they are doig Impact o customers who curretly use the brach Other optios available to customers icludig olie, mobile, telephoy, Webchat, cash machies, Video Bakig ad everyday bakig services that ca be doe at local Post Offices The proximity of our other braches, icludig our etwork of mobile braches Local trasport routes ad timetables We ll help you with other ways to bak This leaflet outlies your optios whe this brach closes. If you have ay questios, please let us kow ad we ll do all we ca to help.

6 Other ways to do your everyday bakig Mobile Bakig app Check balaces, trasfer moey betwee accouts Get Cash out usig just your mobile phoe Pay bills, ad other people, up to 250 App available to customers with Digital Bakig ad a UK or iteratioal mobile umber i specific coutries. Get Cash has a maximum withdrawal limit of 130 every 24 hours ( 10 to be available i your accout). To pay bills, someoe ew or pay your cotacts, limits apply ad you eed to be 16 or over. Digital Bakig (persoal ad busiess customers) All the features of Mobile Bakig, plus you ca: Dowload free security software for your PC or Mac See statemets goig back seve years Set up or text alerts Busiess customers ca also use Baklie (product fee may apply) to maage multiple accouts Fid out more at rbs.co.uk/waystobak Telephoe Bakig (persoal ad busiess customers) Call (Miicom ) Persoal bakig Call (Miicom ) Busiess bakig Braille, large prit or audio format? If you d like this iformatio i aother format, call us o (Miicom ) Digital Bakig available to customers aged 11 or over with a Royal Bak accout. Busiess Digital Bakig is available to those aged 18 or over ad have a Royal Bak accout. There is o mothly charge for usig Digital Bakig, however there are charges for certai trasactios (such as iteratioal trasfers). Calls may be recorded for Telephoe Bakig.