NatWest and RBS have launched a Customer Charter, which is claims has been created for and by customers.

The views of more than 30,000 customers were condensed into the 14 point Charter. The RBS group says that progress made against each promise will be monitored by customers each year and the results made transparent in an independent audit by Deloittes and published every six months.

Pledges include early morning and late night opening in 200 branches by the end of the year as well as an aim to serve the majority of customers queuing in branches within five minutes by introducing a queue measurement tool to the busiest 300 branches.

There is also a pledge to stay open for business if it are the last bank in town and will consider a range of options to ensure a local banking service is available.

RBS has also shared the Charter with consumer organisations including Citizens Advice Bureau (CAB), Consumer Focus and Money Advice Trust.

Joanna Elson, chief executive, Money Advice Trust said: “We warmly welcome RBS’ new Customer Charter and are pleased to have been consulted on its contents. It is always a positive step to set out for customers what they can expect and we look forward to working with RBS as this new initiative develops.””