- Keep Me Posted campaign awards ‘Best Practice’ Mark of Distinction to its first high street banking providers – The Royal Bank of Scotland, NatWest and Ulster Bank
- Judith Donovan CBE: “This is a landmark milestone for our campaign”
The Royal Bank of Scotland, NatWest and Ulster Bank have become the first high street banks to be awarded a ‘Mark of Distinction’ by Keep Me Posted.
The Keep Me Posted campaign calls on service providers including banks, utility companies and telecoms providers, to give their customers a choice in how they are communicated with. The ’Best Practice’ Mark of Distinction means customers can instantly recognise when a business has made a commitment to providing its customers with paper bills and statements, without charge or penalty.
Behavioural finance research previously undertaken by the campaign found that consumers who receive financial correspondence by post are much more likely to be able to correctly assess the health of their accounts (75 per cent vs 48 per cent for those who received electronically).*
RBS Group’s 16 million personal banking customers across the UK will see their right to receive paper bills and statements, without charge or penalty, protected. Royal Bank of Scotland, NatWest and Ulster Bank join a number of utility companies, building societies and financial services companies who have also been awarded ‘Best Practice’ Marks of Distinction.
Judith Donovan CBE, Chair, of the Keep Me Posted campaign, said: “This is a landmark milestone for our campaign. After two years of tireless effort from all of the businesses, charities and passionate consumers who support the right to consumer choice, I am delighted to award the Royal Bank of Scotland, NatWest and Ulster Bank with the Keep Me Posted campaign’s ‘Best Practice’ Mark of Distinction. The RBS Group is the first UK high-street banking provider to join our campaign. It truly demonstrates the depth of their commitment to customer service.
“By continuing to offer paper bills and statements, these banks have given their millions of customers the right to make the best choice for them. Now, we call on the rest of the UK’s providers to follow suit and do the right thing by their customers."
David Crawford, Head of Main Banking and Core Segments, Products said, “Putting customers first is our number one priority and that is why we let customers choose how we communicate with them.
The Royal Bank of Scotland, NatWest and Ulster Bank join a number of other recent recipients of the campaign’s ‘Mark of Distinction’, including Thames Water, Bristol Water and OVO Energy.
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Notes to editors
* Research taken from Keep Me Posted ‘Managing money online –working as well as we think?’ report prepared by London Economics with research conducted by YouGov, January 2015
The campaign will also begin rewarding some companies a ‘Good Practice’ Mark, in the event that they charge for paper bills but in a way that is considered fair and equitable to the cost of providing the bill. This follows research by the campaign that found that some providers charge up to £1.90 for a paper bill or statement, representing as much as a 442% mark up on the approximate cost to the provider.
About the campaign:
The Keep Me Posted campaign is chaired by Judith Donovan CBE and is a partnership of representatives from 87 concerned organisations such as mental health charity Mind, DementiaUK, The Money Charity, and the National Consumer Federation.
Keep Me Posted campaign partners believe that it is every consumer’s right to choose, without disadvantage, how they are contacted by banks, utility companies and other service providers in the face of an increasing trend of businesses switching their customers to mainly digital communication, which isn’t always preferable or suitable for a large proportion of UK consumers.
For further information or for more information on the Keep Me Posted campaign, please contact:
Lewis Wilks, Lansons, 020 7566 9702, firstname.lastname@example.org