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Our strategy

Succeeding with customers

Becoming a vital and trusted partner to our customers is at the heart of our strategy. It unites our ambition and purpose and is delivered by three clear strategic priorities. These enable us to succeed with customers and deliver sustainable shareholder value.

Whether it’s buying a home, investing for tomorrow, growing a business, or helping our customers to build a more sustainable future, we can succeed with customers by understanding their world and what matters to them: their priorities, aspirations, and the challenges they face. We want to help them to navigate change and make progress towards their goals with the right services and expertise.

At the same time, we are becoming a simpler, more integrated and technology-driven NatWest Group: able to anticipate, understand and respond to customers’ changing needs and expectations faster and more effectively, and with greater impact. By turning our customers’ possibilities into progress we can succeed together.

Progress against our strategic priorities

Click the headings below to see our progress updates.

(1) Retail Banking customers with active current accounts that have accessed a digital platform (online or mobile) and not used the branch or telephony for three rolling months in the reporting period. Inactive customers and customers with no channel usage excluded.

(2) Commercial & Institutional customers with active non-personal accounts that access their account 95% or higher through digital channels (online, mobile, Bankline), for three rolling months in the reporting period.

(LA) Metric subject to independent Limited Assurance by EY. Refer to page 64 of our Annual Report.

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Our 2024 Annual Report

Visit our Annual Report hub for more on our 2024 performance and strategy. 

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Hear from our CEO

Press play on the video to hear CEO Paul Thwaite discuss our 2024 performance and the opportunities ahead.

 

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The bank that turns possibilities into progress

Explore some of the ways we can help customers to make progress and succeed in their goals.

Branch colleague Gavin with Vicki, Emilia and Sophie, Rooster Money customers.

Giving the next generation financial independence

Supporting young customers to develop good money habits and financial confidence with Rooster Money.

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Being technology and innovation driven to help our customers succeed

Developing our lending products to match our customers’ needs.

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RBS Relationship Manager Adam Trout (left) on site with the MSquared team.

Being a trusted partner for UK businesses

We’re aiming to help businesses of all sizes to scale and succeed.

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