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26th July 2011

Consumer Council welcomes continued commitment to customer care by Ulster Bank

The Consumer Council welcomed the progress report released by Ulster Bank into the delivery of their customer commitments , launched last year.

Julie McCurley, Head of Money Affairs at the Consumer Council said: “Consumers have told us they want good customer service, clear and transparent pricing and easy to understand communications.  This report shows that Ulster Bank has made a number of positive changes to their service such as improvements to staff training and Saturday morning opening in 26 branches[1]”. 

The report identified that further work is needed on how staff resolve complaints[2], regardless of whether that complaint was made in person, over the phone or in writing.  Importantly, Ulster Bank has agreed to continue to listen to the views of customers and the Consumer Council to improve this key area of their business.

Continuing, Julie McCurley said: “The Consumer Council and customers will be able to measure whether Ulster Bank continues to make progress on its commitments when results are published again in six months time.  We are continuing to work with all banks operating in Northern Ireland to ensure that consumers have current accounts that meet their needs.”

ENDS

  1. Consumer Council media contact: Irene Overend telephone, 028 9067 4816 or 078 2514 7496 or e-mail, [email protected]
  2. The Consumer Council is an independent consumer organisation, working to bring about change to benefit Northern Ireland’s consumers. The Council campaigns for high standards of service and protection and a fair deal for all. It also carries out research, gives advice and publishes reports and other publications. It deals with individual complaints about buses, trains, planes, ferries, natural gas, electricity, coal and water.
  3. For more information, visit our website at www.consumercouncil.org.uk



[1] 94,000 customers have availed of the new Saturday branch opening hours.

[2] Approximately one third of customers were not satisfied with how their complaint was handled