We've had complaints about the telephony system in NatWest and we're looking at ways how we can address that

RBS spokesman

Since the Royal Bank of Scotland took over NatWest in March 2000, it has cut a total of 18,000 jobs from the combined group.

It's good to talk

The new posts do not reverse these cutbacks, which aimed to make savings by avoiding duplication, a company spokesman said.

He said the bank has now had a chance to examine NatWest and to identify improvements.

"What we've identified is that we've had complaints about the telephony system in NatWest and we're looking at ways how we can address that," said a spokesman for Royal Bank of Scotland.

The bank will increase the number of telephone operators so that NatWest customers are not confined to selecting services from a recorded message.

"We're going to give customers the choice of either using the menu or, if they wish to speak to a warm body, we're going to look at ways to make sure they can do that," he said.

Small business advisors

The bank also wants to increase its network of small business advisors.

As part of the merger, Royal Bank of Scotland undertook to extend its policy of having branch-based small business managers in place for four years to NatWest branches.

"A key thing for small businesses is the relationship they have," the spokesman said.

At the time of its half-year financial results in August, Royal Bank of Scotland said merging the two banks had cost �361m but generated �106m in profits.

Royal Bank of Scotland posted a 37% rise in profits to �2.07bn and said the integration of NatWest was "fully on track".