Customer Complaints and Employee Grievances at Royal Bank of Scotland

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Management

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A. Brief bank profile
The Royal Bank of Scotland commonly known as RBS, is the bank in profile.
Established in 1727, it is one of the biggest international banks operating in Scotland, Britain,
Wales and a host of other countries. It is one of the retail subsidiaries of The Royal Bank of
Scotland Group Plc with Ulster Bank and the popularly known NatWest. As one of the
biggest banks, it runs a network of branches which are more than 700 but mainly are located
in Scotland. It’s headquartered in Edinburg Scotland and is a subsidiary of NatWest
Holdings. It has a large workforce of more than 71,200 employees. The current CEO is Ross
McEwan. The main products or services it provides are; Corporate banking, consumer
banking, mortgage, Finance and Insurance among others. RBS provides a full range of
insurance and banking services. It focuses on commercial customers as well as personal
customers and businesses. Its products and services include the mobile branches, the
traditional bank branches, phone and internet banking among others. There are currently 19
mobile banking converted banks that are used to serve the rural areas. The bank like many
other banks is authorized by the Prudential Regulation Authority and also regulated by the
Financial conduct Authority.
B. What are the main customer complaints?
The dissatisfaction of consumers with RBS banks is clear. Many of the customers are
complaining of the bad customer’s service, unresponsiveness of employees towards most of
their concerns and rise of charges imposed arbitrary to the customer’s account (Takala 31).
The situation led to a wave of unprecedented litigation that last year forced the Ministry of
Justice to enable five dozen courts specialized in mortgage matters to avoid the collapse of
the rest of the judicial system. Many of the conflicts also raised before the financial
supervisor, who again saw the claims of consumers multiply after three exercises in which

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the complaints seemed to be progressively remitted. However, in just nine months of 2017
the number of claims was already double that of the previous year, according to the latest
available data. Eight out of 10 referred to a key product: the mortgage (Takala 31).
Although the RBS has been giving the reason to consumers in most cases, its opinion is not
binding and entities only rectified in 35.9% of the time. The percentage is in line with that of
the last few years and helps explain why a good part of the complaints of the clientele end up
in the courts. The Court of Auditors itself has criticized a model in which the supervisor is
limited to making recommendations. For its part, the Bank admits that the operation of
customer service departments of the bank, for which claims must pass before being referred
to the supervisor, leaves much to be desired.
According to this document, customer complaints do not interest the banking sector that does
not have them in mind, nor does it try to stop them so that they do not go over or repeat
themselves in other clients. It simply ignores them. (Muslim 91).
C. Please try and identify employee complaints (for this you will probably have to seek
an international bank)
The employee’s complaints range from being poorly paid compared to other
international banks. As a reputable company, RBS has massive workforce of over 71,000. As
a profit oriented company, it must cut costs of operations in order to have a profit. What it has
done is to remunerate its workforce but poorly compared to other reputable institutions
(Muslim 113).
Another complain is overworking. The employees have cited being given a lot of tasks to the
point they are no longer productive as is required. Some employees man three crucial
department therefore being overwhelmed by the duty.