Bolton Customer Service Centre, PO Box 2027. De Havilland Way, Horwich, Bolton BL6 4YU
07 April 2017
Dear Mr Gloster, Mr Blyth & Mr Sykes
Thank you for bringing this issue to our attention and for being so patient while I have been investigating your complaint. I understand that you have complained on behalf of the residents of Shaw in Oldham because the RBS branch in Shaw will no longer open on a Thursday in future. You have mentioned that Thursday is the Market Day in Shaw and this will cause inconvenience for a lot of people. You have also mentioned that this Is not in keeping with the commitment “adapting to meet customer needs” as stated by RBS in the Oldham Evening Chronicle. You would like RBS to reconsider the proposal to close on a Thursday.
Here is a summary of what I have investigated:
- RBS has made the business decision that the Shaw branch in Oldham will no longer open on a Thursday going forward
- Customers who regularly use the Shaw branch will have been made aware of the change during one of their visits
Having taken all of the above information into consideration, I am sorry that I am unable to agree with your complaint about the future closure of the Shaw branch on a Thursday because this is a business decision that has been made. Although I cannot agree with your complaint, the decision has not been taken lightly and I completely understand that this will disappoint some customers. I am genuinely sorry for the inconvenience that they will suffer.
With regards to the comment about adapting to customer needs, I can confirm that customers are increasingly using alternative ways of banking with us in the local area including by phone, in the post office, and through our mobile and online banking. There are now more ways of banking with RBS than ever before. As a result our customers are changing the way they bank with us and we have to respond to these changes.
I do hope that I have taken steps to rebuild your faith in us and trust I have been able to resolve matters satisfactorily for you. If you are unhappy with my decision you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge, but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that they delay was as a result of exceptional circumstances.
I have enclosed a leaflet providing further details of the FOS. You can also find further information at www.finacial-ombudsmand .org.uk
If there is anything further that you would like to bring to my attention that has not already been considered, or if anything mentioned is incorrect, you can speak to me or a member of my team on 0800 161 5131 or 07432 791184 between 8am and 6pm, Monday to Friday. Calls may be recorded
If you have a hearing or speech impairment you can call us on Minicom 0800 917 0527. You must have Minicom facilities to use this service.
Yours sincerely, Rebecca Gregory, Complaint Specialist