Ulster Bank pledges to meet consumers' needs
with 15 new Customer Commitments
6th September 2010
Bank’s progress on Commitments to be independently assured
Ulster Bank today announced details of its new Customer Commitments which have been created for and by customers. Following extensive consumer research, the Commitments set out what is really important to customers. They detail the services and standards which customers would most like to see from their bank.
Key commitments for Ulster Bank will include:
- a promise not to close any of Ulster Bank’s 236 branches
- many branches to now open on Saturdays
- free text messages to help customers take action to reduce avoidable current account charges
- a promise to do everything to ensure customers wait less than five minutes in branches
The Bank’s progress against meeting the Customer Commitments will be independently assured by Deloitte LLP. They will issue an external opinion on our progress which will be publicly available on the Ulster Bank website.
“Through extensive research carried out by the Bank, we’ve listened to thousands of consumers, taken on board their suggestions and responded with these Commitments which we hope will begin to address many banking concerns;” Mike Bamber, Chief Executive Retail Markets, Ulster Bank, said. “We are doing this because we recognise that banks need to change and we want to put the priorities of our customers at the heart of what we do
We’ll use Deloitte to review how well we’re fulfilling our Commitments or, equally, where we need to do more. We will continue to listen to our customers who will ultimately judge us on our performance and we will be open and honest about this feedback.” he added
The full list of Customer Commitments can be viewed at www.ulsterbank.com
Ulster Bank Customer Commitments
1. We make banking easy
- Saturday Opening
We’ll open our branches in the main towns and cities on Saturdays. - Less Queuing
Whichever branch you visit, we’ll do everything we can to ensure you wait less than five minutes. - Helpful and Knowledgeable People
All the people you deal with, whether in a branch or on the phone, will be helpful and knowledgeable. - Helpful Telephone Service
When you call us, we’ll do our best to answer your query there and then. If you call during our opening hours, you’ll always have the option of speaking to a real person. - Secure Online Banking
We will work with you to keep your money safe. If you become a victim of fraud when banking with us online, we promise to refund you, so long as you follow our security requirements. - Easier Account Opening
We’re committed to making it easier for you to open accounts with us, and if you’re moving your current account to us we have a specialist team to help.
2. We act fairly
- Free Text Alerts
We can send you free text messages which will help you take action to reduce avoidable current account charges. - Fair Resolution of Complaints
We’ll resolve your complaint fairly, consistently and promptly, with 75% of cases resolved within two days. - Responsible Lending
We will continue to lend you money responsibly, however if you do get into problems with debt we’ll help you to make realistic plans for dealing with it. - Clear and Simple Communication
We’ll explain our products and services clearly and simply, so that you can make the best choices for you and your money. - Listening to You
We will regularly ask you about our progress towards becoming Ireland’s most helpful bank, and we’ll make the results public.
3. We’re local
- No Branch Closures
We won’t close any of our 236 branches, and where we’re the only branch in your town we will maintain our opening hours. - Improved ATM Availability
We’ll carry on improving Ulster Bank ATMs around Ireland and they’ll be available for you at least 95% of the time. - Active in Local Communities
We’ll launch a community fund, and offer all of our employees a day off for local volunteering. - Free Financial Education
We will provide more people with financial education through our independently accredited free MoneySense programme.