Royal Bank of Scotland looks for agency to restore faith in retail banking

State-owned Royal Bank of Scotland has been holding talks with agencies about a campaign to restore the public's faith in its brand and retail banking businesses.

Agency talks: new campaign
Agency talks: new campaign

The consumer and media relations brief encompasses the bank’s NatWest and RBS branded branches as well as the group’s recently launched ‘customer charter’.

Sources with knowledge of the process said that work was potentially worth a sizable six-figure fee, but stressed that the bank is fixated on value-for-money given that it is still in state hands.

The process is understood to be led by Jayne Goodwins-Miller, head of retail internal & external comms. She declined to comment when contacted by PRWeek.

The bank currently handles its retail banking comms and PR in-house. It is thought RBS is keen to make an appointment before the end of the month.

The bank launched its 14-point customer charter in June, containing pledges on opening hours, waiting times and branch closures.

RBS has the second largest retail branch network in the UK, through its 1,600 NatWest branches in England & Wales and around 300 Royal Bank of Scotland branches in Scotland.

In August RBS agreed to sell 318 branches to Santander after the EU demanded its slimmed down its retail network after nationalisation. The group sold 311 RBS branches in England and seven NatWest branches in Scotland.

RBS uses Finsbury to handle its comms at a group level, which remains unaffected by this brief.

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