Published: 23/02/2018 08:55 - Updated: 20/02/2018 11:26

Customers 'unhappy' with RBS van service

Van roadA LOCAL pensioner has criticised a former High Street bank for its customer provision.

Royal Bank of Scotland (RBS) user, Eleanor Hayward, spoke out at January’s meeting of Forres Community Council after realising she was not the only one unhappy with arrangements since the local branch closed last October.

She said: “There are many including myself who find online banking unsuitable. We prefer direct contact with a teller. Orchard Road is not a people-friendly location for the mobile RBS van, especially for elderly customers.

“The vehicle should be situated somewhere more central to the High Street as was the bank.”

She added: “Given the Government own this bank, they are not giving due consideration to those of their customer base who are elderly, infirm, or visually impaired.”

Fellow customer, Neil Jeronim, added: “You can’t even get a statement from the van.”

When the branch closed, RBS cited a mobile and online transaction increase by more than 400 per cent in the last five years, with 60.9 per cent of customers choosing to use digital banking options.

The number of transactions at the Forres branch had declined by 32 per cent since 2011.

However, RBS Forres continues to provide a face-to-face service for two-and-a-half hours-a-week.

A spokesman said: “The van is on Orchard Road on Tuesdays and Fridays from 9.30-10.45am.

“This was deemed the most convenient location as there is a clear line of sight in either direction and it is easy to access with parking for customers.

“However, if other local people have alternative locations in mind then we will consider them.”

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