Page 31 - RBS GRG F Case Study
P. 31
Ways to generate income
“Just hit budget”
“The RBS memo makes shocking reading," said Treasury
Select Committee member Stewart Hosie. "It was a step
by step guide to fleece RBS customers." (1,24)
Among the tips circulated to staff within GRG were to sell
clients services that they “normally cannot afford” and
“missed opportunities mean missed bonuses”.
Other points in the guide included
pursuing “basket cases” for work, “if
they sign they can’t complain” and
“Rope: sometimes you need to let
customers hang themselves”.
Furthermore, employees at GRG were
encouraged to raise fees to a level that
clients "normally cannot afford", in
order to "leaverage an upside". (1,4,24)
