Customers in Vulnerable Situations

Client: Citizens Advice

NatWest Group (NWG) is committed to empowering individuals, families, and businesses to thrive by unlocking their full potential through advanced data and technology. We strive to anticipate diverse customer needs, navigating obstacles and promoting tools and services for positive, sustainable choices.

In 2015, we identified a need to support customers facing societal challenges and partnered with Citizens Advice (CA). This collaboration introduced dedicated Generalist Advisers offering free, independent, and impartial advice over the phone to NWG customers needing holistic support. Our initial team of 3 full-time equivalent Advisers has grown to 6.5 FTEs, providing assistance across England, Wales, and Scotland. This increase was brought about due to escalating demand during the COVID-19 pandemic and the rising household expenses and credit obligations, with more of our customers needing support.

The partnership has had a significant impact. With nearly a decade's worth of collaboration, we've provided over 13,750 customers with valuable information, advice, and guidance on various issues, resulting in a £4,080,769 increase in income for those we've supported. This highlights our dedication to improving financial wellbeing and supporting customers in need.