The Bank

Armed with boundless enthusiasm and some inspiration from Walt Disney, deputy bank manager Claire has got 12 weeks to improve the customer service score at NatWest in Huddersfield. The first episode of this series - with unique, behind-the-scenes access to a high street bank and its customers - looks at NatWest's bid to win back its customers' trust.

All of life passes through NatWest bank in Huddersfield. The staff there see customers at every milestone of adult life. Young love, settling down, parenthood, divorce, old age, illness and death. That's not to mention the staff, who between them have clocked up one engagement, three mortgages and three divorces, just in the last year.

Back from maternity leave, young bank manager Clare Atkinson needs to focus her team on lending money to customers, whether it's for a new car, a new home or cosmetic surgery. Clare's branch of NatWest in Huddersfield has an annual profit target to hit and in six months the bank will announce whether or not it's made a profit for the first time since the banking crash seven years ago.