Which? executive director Richard Lloyd said:
“We’re encouraged that RBS says they will now put customers first and we look forward to seeing better rewards for loyal customers, simpler products and faster service. This is an essential step towards winning back consumer trust in the bank but it’s the start of a long journey and it will be important that changes are clearly communicated to customers.
“The banking industry as a whole needs to work much harder to dramatically improve customer service. Priorities must include sorting out complaints handling and joining Sir Richard Lambert’s banking standards programme without delay.”