Our strategy

We believe that sustainable growth will come from building closer relationships with our customers and our ability to better serve them at every stage of their lives.

We made it easier for our customers to understand their financial health, by providing c.0.7 million financial health checks in 2022. We also initiated proactive contacts to our customers to provide support and information on the cost of living.

• In Retail Banking, we have completed £2.9 billion(*) of Green Mortgages(1) since their launch in Q4 2020, rewarding customers for choosing an energy-efficient home.
• We delivered £77.8 billion of lending across Business Banking and Commercial Mid-market in our Commercial & Institutional segment, supporting economic growth.
• Our support for young people continued with the launch of our new pocket money product, NatWest Rooster Money, which helps children build money confidence and develop positive money habits around saving and spending

^{(1) Green Mortgages are available to all intermediaries for all residential and Buy to Let properties with an energy performance rating of A or B and specific new build developer properties. Available for Purchase, Porting & Re-mortgage applications.}

^{(*) Within the scope of EY assurance. Refer to page 70 of our 2022 Annual Report.}

We will leverage the expertise we have across our bank to deliver products and services that are relevant throughout the lifecycles of our customers.

By being simple to deal with we will improve both customer journeys and colleague engagement, providing an easier and more intuitive banking experience.

• We now have 10.1 million(*) active digital users. We have 8.9 million(*) customers who have accessed the mobile app and 3.8(*) million customers who have accessed online banking. 
• 63%(*) of our customers who exclusively use digital channels to engage with us, regularly use our mobile app. 
• In 2022, Cora, our AI virtual assistant, handled 10.4 million(*) Retail Banking conversations, almost half of which required no human input. • c.90,000 customers now invest through our digital investment platform managed through the Coutts Investment Centre of Expertise.
• Following our investments to improve customer journeys, over 77% of digitalised new Current and Savings Account openings in Retail Banking were completed without human intervention in 2022

^{(*) Within the scope of EY assurance. Refer to page 70 of our 2022 Annual Report.}

Through understanding our customers better and being simple to deal with we can offer more relevant products, more quickly and at the right time.