We go behind the scenes of NatWest, a high street bank still recovering from the financial crash, and meet the fascinating people that work there. Subscribe to Our Stories: https://bit.ly/3lzSXhv

Documentary series filmed at a West Yorkshire branch of NatWest. Deputy bank manager Claire has got 12 weeks to improve the customer service score at Huddersfield. The first episode looks at NatWest's bid to win back its customers' trust. Clare and her team are desperate to succeed, but it is not going to be easy. Since the 2008 banking crash, faith in banks has slumped to an all-time low and some customers are quick to anger. NatWest is owned by RBS, which was bailed out by the government and is still 79 per cent owned by the taxpayer. With weekly automated phone calls asking customers how satisfied they are, staff are under pressure to get it right. Claire and her team admit that the banks have got it wrong, but they say customers have to take responsibility too.

This film was first broadcast: 23 Jun 2015

Watch More Documentaries
Our Life - https://bit.ly/3A8xRMJ
Our History - https://bit.ly/3rUpdhL
Our World - https://bit.ly/3ftuckM
Our Stories - https://bit.ly/3ynfFyk

Welcome to Our Stories, the new home on YouTube for inspiring human stories that give us an insight into real people and real lives. Our exciting range of fly-on-the-wall style documentaries and special access reality programmes will give you an inside look into the everyday lives of people; exploring what life is like for those working in education, healthcare, policing and many others!

Content distributed by ITV Studios.