Paterson says that customers on all the routes are visited at least once a week, and often twice, and the visits become a focus for the local community.
“The staff know all the customers on their route, and will check that they are alright if they don’t appear,” she says. “For disabled customers, the vans go right up to their gates, or front door if possible. They take the service to the customer.”
Jim Russell has driven an RBS mobile van to Moffat, in the Scottish Borders, every Thursday for 14 years. The town has never had an RBS branch, but customers based in or around the town still get a very special service from Jim and his colleague Audrey Murphy.
"If customers are ill, and cannot come down, if they're not far off route, we'll drive to their houses," says Jim.
If regulars do not turn up, they may get a text, to check if they are OK. The older ones might even get the snow swept off their doorsteps.
“Being where customers want us”
Transactions in RBS branches have fallen by 30% since 2010, indicating that the way customers want to access banking services is changing.
Many are happy to conduct their banking online - more than half of RBS and NatWest customers use the banks’ online and mobile banking services regularly, and 4 million customers are expected to download the mobile banking app by the end of 2014.
But the new mobile vans will provide a more personalised service to customers – especially those who live in remote areas where online banking is not always possible.
"It's about being where the customers want us," says Paterson.