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  1. #151
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    Quote Originally Posted by Just Alf View Post
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    Agreed, the Post office were obliged to provide some sort of replacement as part of their licence... Same as they (and Openreach with phone/broadband) have to give a universal delivery service even in places that are uneconomical to serve.

    The banks should have sort of similar obligations


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    Obliged because they have been given £160m over three years to fund it...


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  3. #152
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    Quote Originally Posted by snooky View Post
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    Everytime I go into my local (now not so local) branch, it's stowed out the door. Go figure.
    I was in the RBS at the West End last week and it was mobbed. People were getting ratty because they were waiting 10-15 mins just to get to the counter.

  4. #153
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    Quote Originally Posted by 7 Up View Post
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    I was in the RBS at the West End last week and it was mobbed. People were getting ratty because they were waiting 10-15 mins just to get to the counter.
    That is the closest branch to Bernard Street in Leith. Which is a big reason why if you ONLY wait 10-15 minutes you are relieved! Last time I was in I waited 20 and others behind me in the queue would be closer to 30.

  5. #154
    @hibs.net private member MartinfaePorty's Avatar
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    Last time I worked in a branch (early-mid 90s) we had mystery shoppers marking us down if they were served after 2 minutes!

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  6. #155
    @hibs.net private member snooky's Avatar
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    ....and they're still at it --> https://www.thesouthernreporter.co.u...anch-1-4698772

    Note the 'pants-on-fire' paragraph >>>
    "RBS says the branch had an average of 53 customers a week (), but a Sunday Mail survey found it was used by 151 customers in just one day. If those numbers reflect an average day, it would mean the outlet could expect to see more than 1,000 customers a week".

    I've banked with the RBS all my life and I'm totally disgusted by with way their policy planners are treating the customers.
    Is there an underlying reason for all these shenanigans? Something subvertive such as trying to close the RBS down completely? One has to wonder sometimes. What happens when all the punters close their accounts and go elsewhere? What then, Mr McEwan?

  7. #156
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    Quote Originally Posted by snooky View Post
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    I've banked with the RBS all my life and I'm totally disgusted by with way their policy planners are treating the customers.
    Is there an underlying reason for all these shenanigans? Something subvertive such as trying to close the RBS down completely? One has to wonder sometimes. What happens when all the punters close their accounts and go elsewhere? What then, Mr McEwan?
    I had been with them for over 50 years, but finally lost patience with them, or I should say specifically the local Leith branch. Regularly stood for upwards of 20 minutes in a queue to carry out a simple transaction lasting a couple of minutes - that I couldn't do at the machines. Also, a recent simple query took 3 visits before I found someone who knew anything and could resolve it. Probably not the staff's fault, as major under-staffing coupled with lack of training seemed to be the main culprit.

    I switched to BOS using the automated 7-day switch service. Not holding BOS up as a paragon of virtue, but their Leith branch is excellent. Properly staffed, helpful, busy but never too long to wait.

    I did wonder if the switch would work like they said it would, it did, everything switched over. Direct Credits all working, as are Direct Debits out (sadly!), hardly needed to do anything myself.

    Would recommend this, but obviously depends where you live/bank

  8. #157
    @hibs.net private member Pete's Avatar
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    They shut the branch at Dalgety bay (which was always busy) so using Dunfermline is now a bit of a mare as there’s always long queues.

    One thing I did see was what looked like a converted horse box with “RBS mobile branch” on the side of it, only meters away from the aforementioned branch they closed. It looked bizarre and proves that there is still demand for a walk in branch.

  9. #158
    @hibs.net private member johnbc70's Avatar
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    There has been a lot of investment in the bank account switching service, if people are unhappy they should switch.

    Like you switch electricity or gas or broadband, you should switch if you can get a better deal elsewhere.

  10. #159
    Quote Originally Posted by ACLeith View Post
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    I had been with them for over 50 years, but finally lost patience with them, or I should say specifically the local Leith branch. Regularly stood for upwards of 20 minutes in a queue to carry out a simple transaction lasting a couple of minutes - that I couldn't do at the machines. Also, a recent simple query took 3 visits before I found someone who knew anything and could resolve it. Probably not the staff's fault, as major under-staffing coupled with lack of training seemed to be the main culprit.

    I switched to BOS using the automated 7-day switch service. Not holding BOS up as a paragon of virtue, but their Leith branch is excellent. Properly staffed, helpful, busy but never too long to wait.

    I did wonder if the switch would work like they said it would, it did, everything switched over. Direct Credits all working, as are Direct Debits out (sadly!), hardly needed to do anything myself.

    Would recommend this, but obviously depends where you live/bank
    I still have my RBS account, which I have had since I was about 12, but it sits empty now as like you I do all my transactions through BOS since opening an account with them about 3 years ago and switching my salary payment etc about a year ago.

    They aren’t without their faults but the superior service compared to RBS, in and out of branch, is noticeable.
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  11. #160
    @hibs.net private member snooky's Avatar
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    Interesting to hear about peoples' experiences switching to BoS.
    At what point will RBS start listening to their dissatified customers?
    Maybe they just don't give a toss. It certainly appears that way.

  12. #161
    @hibs.net private member snooky's Avatar
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    Last edited by snooky; 03-03-2018 at 10:37 PM.

  13. #162
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    Been keeping an eye on this thread for a month or two.

    Everyone who complains about waiting in a queue should be asking themselves - what are the others waiting in the queue for that can’t be done online, on the phone or using the mobile app?

    For me there probably only 4 types of every day transactions that need to / must be carried out in a bank branch and even then, you do have the alternative option of using the Post Office for these.

    1) Paying in cheques
    2) Paying in cash
    3) Obtaining or exchanging foreign currency (even this you can do in countless other places - M&S, P.O. for example.
    4) Cash exchange for coin/change for shops/businesses.

    OK - there may be the odd one off type of transaction you need to see a real person about - deceased relative, register a Power if Attorney, sharedealing, specialist investment advice are examples - but even these are dealt with by specialist departments once they are passed on by the branch and any subsequent dealings you’d have are direct with that department.

    The vast majority of everyday banking transactions - balance enquiry, bank statements, bill payments, funds transfers between accounts, money transfers to friends/relatives, set up/amend/cancel standing orders, cancel direct debits, report lost cards, view credit card transaction/statements, change card PIN, and several other requests related to your account - can be carried out online, by phone or via mobile phone.

    Now, I’m assuming that everyone who has contributed to this thread is in some way internet aware and is used to using it for day to day use. So, why is it such a big deal NOT to use your bank’s online presence to do your every day banking? It baffles me or is everyone so resistant to change and adopt the “that’s the way I’ve always done and he’ll mend the bank for wanting me to change my habits”?

    That really is ‘sticking your head in the sand’ attitude and won’t make any difference to progress towards an eve4 increasing need to move to a online environment across all aspects of our lives.

    Embrace it and you’ll probably find it does you good in the long run.

    So what makes me such an “expert”? I worked with RBS for 41 years (been retired now for 18 months) and have seen many cultural changes that affected customers over the years. Some I thought were mad, some that were an improvement on what was there before. Whether we like it or not, banking has now become virtually a self serve setup using the 3 main channels available - internet, phone, mobile.

    Like it or lump it, branches in all banks, are reducing rapidly. 20 to 30 years ago banks were opening new branches like snow falling off a dyke but that was all pre internet, etc. Now those 3 channels have become as established as they are, branch closures are now the norm and in reality always have been.. Back when I first started RBS had 7 branches in the North Leith area alone. Slowly but surely they have all closed over the years for exactly the same reasons that current closures are being touted. Lack of customer usage and fixed costs that didn’t warrant keeping them open. Time will come in the not too distant future (maybe we’ve reached that point now?) where there will only be large regional offices to deal with the non everyday transactions only that I mentioned earlier.

    We are just going to have to accept it.

  14. #163
    Testimonial Due ACLeith's Avatar
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    Quote Originally Posted by hibby6270 View Post
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    That really is ‘sticking your head in the sand’ attitude and won’t make any difference to progress towards an eve4 increasing need to move to a online environment across all aspects of our lives.

    Embrace it and you’ll probably find it does you good in the long run.
    I guess I'm one of the ostriches you are castigating. FYI I do almost all my personal banking online, everything you mention, I embrace technology. I am treasurer of 3 small charities, plus one not-for-profit group and am a little involved in financial matters for another charity. Of these, 2 are with BOS, 3 with RBS. The difference in customer awareness and support between the 2 organisations is obvious. Having a charity change banks is more problematic, so I chose to make my "protest" by moving my personal banking.

    I wonder how much of your 41 years experience has been at the sharp end, working as a teller in a branch? Particularly in recent times?

    One change I have noticed in the relatively recent past with RBS is that whilst before, branch staff would find out what customers were wanting and be able to take them away from the queue to have them dealt with ("meet and greet" facility); this disappeared and as a result I regularly noticed a customer working with a teller for a considerable period of time on what was a more complex issue. Add that to some local businesses paying in large amounts of cash that for some reason they could not, or would not or did not know how to, do at the machines. Hence the frustrating waits.

    As someone else mentioned, if people are unhappy, switch if practical. If enough do so, maybe someone would begin to ask questions. But maybe I am being naïve thinking that.

  15. #164
    @hibs.net private member Speedy's Avatar
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    Quote Originally Posted by ACLeith View Post
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    I guess I'm one of the ostriches you are castigating. FYI I do almost all my personal banking online, everything you mention, I embrace technology. I am treasurer of 3 small charities, plus one not-for-profit group and am a little involved in financial matters for another charity. Of these, 2 are with BOS, 3 with RBS. The difference in customer awareness and support between the 2 organisations is obvious. Having a charity change banks is more problematic, so I chose to make my "protest" by moving my personal banking.

    I wonder how much of your 41 years experience has been at the sharp end, working as a teller in a branch? Particularly in recent times?

    One change I have noticed in the relatively recent past with RBS is that whilst before, branch staff would find out what customers were wanting and be able to take them away from the queue to have them dealt with ("meet and greet" facility); this disappeared and as a result I regularly noticed a customer working with a teller for a considerable period of time on what was a more complex issue. Add that to some local businesses paying in large amounts of cash that for some reason they could not, or would not or did not know how to, do at the machines. Hence the frustrating waits.

    As someone else mentioned, if people are unhappy, switch if practical. If enough do so, maybe someone would begin to ask questions. But maybe I am being naïve thinking that.
    It has to be said, the queues seem to be notoriously bad at RBS branches.

    Corstorphine and Princes Street are always bad whenever I pass.

  16. #165
    @hibs.net private member snooky's Avatar
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    Quote Originally Posted by ACLeith View Post
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    I guess I'm one of the ostriches you are castigating. FYI I do almost all my personal banking online, everything you mention, I embrace technology. I am treasurer of 3 small charities, plus one not-for-profit group and am a little involved in financial matters for another charity. Of these, 2 are with BOS, 3 with RBS. The difference in customer awareness and support between the 2 organisations is obvious. Having a charity change banks is more problematic, so I chose to make my "protest" by moving my personal banking.

    I wonder how much of your 41 years experience has been at the sharp end, working as a teller in a branch? Particularly in recent times?

    One change I have noticed in the relatively recent past with RBS is that whilst before, branch staff would find out what customers were wanting and be able to take them away from the queue to have them dealt with ("meet and greet" facility); this disappeared and as a result I regularly noticed a customer working with a teller for a considerable period of time on what was a more complex issue. Add that to some local businesses paying in large amounts of cash that for some reason they could not, or would not or did not know how to, do at the machines. Hence the frustrating waits.

    As someone else mentioned, if people are unhappy, switch if practical. If enough do so, maybe someone would begin to ask questions. But maybe I am being naïve thinking that.
    I'm about to. Sick to death of the RBS's attitude towards it's average customer. They really don't give a toss about us.

  17. #166
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    Quote Originally Posted by ACLeith View Post
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    I guess I'm one of the ostriches you are castigating. FYI I do almost all my personal banking online, everything you mention, I embrace technology. I am treasurer of 3 small charities, plus one not-for-profit group and am a little involved in financial matters for another charity. Of these, 2 are with BOS, 3 with RBS. The difference in customer awareness and support between the 2 organisations is obvious. Having a charity change banks is more problematic, so I chose to make my "protest" by moving my personal banking.

    I wonder how much of your 41 years experience has been at the sharp end, working as a teller in a branch? Particularly in recent times?

    One change I have noticed in the relatively recent past with RBS is that whilst before, branch staff would find out what customers were wanting and be able to take them away from the queue to have them dealt with ("meet and greet" facility); this disappeared and as a result I regularly noticed a customer working with a teller for a considerable period of time on what was a more complex issue. Add that to some local businesses paying in large amounts of cash that for some reason they could not, or would not or did not know how to, do at the machines. Hence the frustrating waits.

    As someone else mentioned, if people are unhappy, switch if practical. If enough do so, maybe someone would begin to ask questions. But maybe I am being naïve thinking that.
    OK. You’ve found me out. I admit not being “at the sharp end” in a Branch for around 20 years. Got out of that environment when the “sales culture” took hold. Didn’t entirely agree with it, at least not the aggressiveness it had to be played out as. In a way I do have sympathy for those who have to use a branch for the “non essential”(?) banking transactions. They are definitely hindered by those who insist going to a branch to pay their monthly catalogue account or quarterly gas bill, when transactions like that can easily be done online or by phone.

    What can’t be underestimated in the past 10 years is the hidden pressure (rightly so BTW) put on RBS to slim down the business and become a profitable organisation to put it back into the private sector asap. Some things have to give in these circumstances and front line public facing staff and branches are those commodities that have been sacrificed.

    Oh and btw - slightly off topic - what about Carl McHugh’s goal. Ya beauty!!

  18. #167
    @hibs.net private member snooky's Avatar
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    Quote Originally Posted by hibby6270 View Post
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    OK. You’ve found me out. I admit not being “at the sharp end” in a Branch for around 20 years. Got out of that environment when the “sales culture” took hold. Didn’t entirely agree with it, at least not the aggressiveness it had to be played out as. In a way I do have sympathy for those who have to use a branch for the “non essential”(?) banking transactions. They are definitely hindered by those who insist going to a branch to pay their monthly catalogue account or quarterly gas bill, when transactions like that can easily be done online or by phone.

    What can’t be underestimated in the past 10 years is the hidden pressure (rightly so BTW) put on RBS to slim down the business and become a profitable organisation to put it back into the private sector asap. Some things have to give in these circumstances and front line public facing staff and branches are those commodities that have been sacrificed.

    Oh and btw - slightly off topic - what about Carl McHugh’s goal. Ya beauty!!
    Excluding executives bonuses, of course.

  19. #168
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    Quote Originally Posted by snooky View Post
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    Excluding executives bonuses, of course.
    Well? Not quite the case.
    Yes - there are still Exec bonuses, and to you or me they may seem a tad on the large side. However, it is fair to say that current amounts paid out are nowhere near as excessive as they were back in Fred Goodwin era. Also, my understanding is that most bonuses now are paid in future share options that can be cashed in at a future date but only if certain criteria are met. In other words although they may have been ‘awarded’, they can still be clawed back at a later date.

    Whether or not they ever are is another question!!

  20. #169
    Testimonial Due ACLeith's Avatar
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    Quote Originally Posted by hibby6270 View Post
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    Oh and btw - slightly off topic - what about Carl McHugh’s goal. Ya beauty!!
    A perfect response sir! I was out all afternoon, trying to socialise with friends whilst watching my phone for updates. Not seen it yet but happy to focus on what unites us and accept your opinion 👍👍

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    Testimonial Due hibby6270's Avatar
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    Quote Originally Posted by ACLeith View Post
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    A perfect response sir! I was out all afternoon, trying to socialise with friends whilst watching my phone for updates. Not seen it yet but happy to focus on what unites us and accept your opinion 👍👍

  22. #171
    @hibs.net private member snooky's Avatar
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    Quote Originally Posted by hibby6270 View Post
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    Well? Not quite the case.
    Yes - there are still Exec bonuses, and to you or me they may seem a tad on the large side. However, it is fair to say that current amounts paid out are nowhere near as excessive as they were back in Fred Goodwin era. Also, my understanding is that most bonuses now are paid in future share options that can be cashed in at a future date but only if certain criteria are met. In other words although they may have been ‘awarded’, they can still be clawed back at a later date.

    Whether or not they ever are is another question!!
    What is your definition of 'a tad' in terms of ££££s?

    I'm sure we'd all welcome one of these tads as a suppliment to our wages.

  23. #172
    Testimonial Due hibby6270's Avatar
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    Quote Originally Posted by snooky View Post
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    What is your definition of 'a tad' in terms of ££££s?

    I'm sure we'd all welcome one of these tads as a suppliment to our wages.
    What is ‘a tad’ in £££s? Depends on the level of seniority/authority of the job. Every role has a wage level. The higher you go in an organisation the higher that ’tad’ becomes. It’s the way of the world unfortunately. Even in communist states where everyone is supposed to be the same there is still a hierarchy that benefits those at the top more than the workers. As George Orwell’s book Animal Farm says “All animals are equal but some animals are more equal than others”.

    You’re quite right though. We always want our wages supplemented in some way. Only way to earn ‘a tad’ more though is to apply for one of those Exec jobs and get it. An unlikely scenario - at least in my case anyway. Being honest it’s not something I ever aspired to. Maybe I should have.

    Execs take a fair amount of criticism, sometimes rightly and sometimes wrongly but that’s why they get paid what they do. What used to really irk me though was how the public treated the front line staff. Because they were just that, the face of the organisation, they get subjected to all sorts especially nowadays. Yes - I realise that’s as a result of decisions made by “those at the top” but people should be able to distinguish between the ‘Janet & John’ on the counter and that it’s not their fault things are as they are. Glad I’m out of it now.

  24. #173
    @hibs.net private member snooky's Avatar
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    Quote Originally Posted by hibby6270 View Post
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    What is ‘a tad’ in £££s? Depends on the level of seniority/authority of the job. Every role has a wage level. The higher you go in an organisation the higher that ’tad’ becomes. It’s the way of the world unfortunately. Even in communist states where everyone is supposed to be the same there is still a hierarchy that benefits those at the top more than the workers. As George Orwell’s book Animal Farm says “All animals are equal but some animals are more equal than others”.

    You’re quite right though. We always want our wages supplemented in some way. Only way to earn ‘a tad’ more though is to apply for one of those Exec jobs and get it. An unlikely scenario - at least in my case anyway. Being honest it’s not something I ever aspired to. Maybe I should have.

    Execs take a fair amount of criticism, sometimes rightly and sometimes wrongly but that’s why they get paid what they do. What used to really irk me though was how the public treated the front line staff. Because they were just that, the face of the organisation, they get subjected to all sorts especially nowadays. Yes - I realise that’s as a result of decisions made by “those at the top” but people should be able to distinguish between the ‘Janet & John’ on the counter and that it’s not their fault things are as they are. Glad I’m out of it now.
    Actually Hibby6270, re. 'a tad', it was a rhetoric question however, thanks for answering it anyway.

    FWIW, the tellers at both RBS branches I use are brilliant. They deserve all the credit they get. They are having to deal with the public and try to defend the bank's anti-customer agenda whether they (the tellers) agree with it or not.
    In a way, I'm also trying to save their jobs by continuing to be a walk-up customer.

    ....and now for some more news on the RBS's popularity.
    https://www.scotsman.com/business/co...bank-1-4700875
    Last edited by snooky; 05-03-2018 at 08:25 PM.

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    @hibs.net private member snooky's Avatar
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    RBS to cut 162 branches and 792 jobs in England & Wales
    I think what they are doing is implementing all the bad stuff so that they can flog off a nice tidy business to themselves and their pals down the road.
    Last edited by snooky; 05-06-2018 at 05:15 PM.

  26. #175
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    I had the misfortune to have to go into the branch in Musselburgh twice in the last month. Both times the queue was right round the inside of the bank. I refuse to believe that closing branches is for the reasons their saying. So many people just came in and left right away. I’ve never seen queues like that in any of the other banks.

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    @hibs.net private member snooky's Avatar
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    https://dailybusinessgroup.co.uk/201...ities-say-mps/

    RBS's CEO getting aroasting from the MPa Committee on closures.
    Here are a few selected quotes from the article.

    Conservative MP John Lamont told Mr McEwan that RBS had “completely misunderstood” rural communities.

    Labour MP for Rutherglen and Hamilton West Ged Killen, said: “The answers given by Mr McEwan to the committee this morning were vague when we wanted specifics and focused on specifics when we asked for the bigger picture.
    “It is wishful thinking on RBS’s part to think that online, telephone and mobile banking can fill the gap left by lost branches.
    “RBS tell us that they are customer-focused but pressing ahead with these unpopular closures flies in the face of that. They also tell us that profit is not the motivation here and that the closures will only save £9.5million. If that is true the closures make even less sense.
    “That is a drop in the ocean for a bank which made a pre-tax profits of £1.2billion in the first quarter of this year, yet risks doing untold damage to communities across Scotland.”


    Footnote: The BBC's report on this RBS/MP meeting is somewhat diluted - I wonder why?

  28. #177
    Quote Originally Posted by snooky View Post
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    https://dailybusinessgroup.co.uk/201...ities-say-mps/

    RBS's CEO getting aroasting from the MPa Committee on closures.
    Here are a few selected quotes from the article.

    Conservative MP John Lamont told Mr McEwan that RBS had “completely misunderstood” rural communities.

    Labour MP for Rutherglen and Hamilton West Ged Killen, said: “The answers given by Mr McEwan to the committee this morning were vague when we wanted specifics and focused on specifics when we asked for the bigger picture.
    “It is wishful thinking on RBS’s part to think that online, telephone and mobile banking can fill the gap left by lost branches.
    “RBS tell us that they are customer-focused but pressing ahead with these unpopular closures flies in the face of that. They also tell us that profit is not the motivation here and that the closures will only save £9.5million. If that is true the closures make even less sense.
    “That is a drop in the ocean for a bank which made a pre-tax profits of £1.2billion in the first quarter of this year, yet risks doing untold damage to communities across Scotland.”


    Footnote: The BBC's report on this RBS/MP meeting is somewhat diluted - I wonder why?
    The BBC report - http://www.bbc.co.uk/news/uk-scotlan...iness-44031755 - is slightly longer than the one you linked to and has a short video from the session. 'Diluted' how?

  29. #178
    @hibs.net private member snooky's Avatar
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    Quote Originally Posted by Beefster View Post
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    The BBC report - http://www.bbc.co.uk/news/uk-scotlan...iness-44031755 - is slightly longer than the one you linked to and has a short video from the session. 'Diluted' how?
    I meant the quotes that I put in my post - which I thought were the main points of the meeting as far as us punters are concerned - were somehow missing from the Beeb report. I thought their coverage was (intentionally?) bland.

  30. #179
    @hibs.net private member snooky's Avatar
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    Fatty Foukes giving Baroness Noakes laldy for her non-action as an RBS non-Executive director.
    I tend to agree with him for once however, the funny part is the unfortunate acronym for the Baroness's position.

    From EEN
    Furious Lord Foulkes said: “What concerns me most is your belief that non executives should not challenge the executives. That is exactly how RBS got into trouble originally. The NEDs were afraid to challenge Fred Goodwin when he was making some manifestly unwise decisions which resulted in the collapse of the bank.”

  31. #180
    @hibs.net private member snooky's Avatar
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    Quote Originally Posted by snooky View Post
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    RBS to cut 162 branches and 792 jobs in England & Wales
    I think what they are doing is implementing all the bad stuff so that they can flog off a nice tidy business to themselves and their pals down the road.

    https://stv.tv/news/uk/1417263-treas...otland-shares/


    Jeez, didn't see that coming!

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