Banks 'failing to act on promises'

SCOTLAND's state-backed banks are among several accused of failing to deliver on their promises to customers, in a new report.

More than half the banks involved in a study comparing advertising campaigns and vision statements with the reality experienced by customers are failing to deliver on brand promises, including Royal Bank of Scotland, Bank of Scotland, Halifax and NatWest, all owned by either RBS or Lloyds Banking Group.

Four in ten customers of RBS, which last year launched a high-profile customer charter, believed the bank to be "in it for themselves". More than one in three customers and staff agreed that banks in general don't put customers first.