GOOD BANKING IS GOOD CITIZENSHIP.

GOOD CITIZENSHIP IS GOOD BUSINESS.

GOOD BUSINESS TAKES GOOD CITIZENS.(THAT WOULD BE YOU.)

Citizens Bank Charter One RBS Citizens

FOR INTERNAL USE ONLY

A special thanks to all colleagues who participated in the photo shoot for this booklet.

We have gone through an extraordinary time in our history. Things seem to

have turned the corner, thankfully.

But of all the lessons we have learned along the way, a fundamental one

stands out: that financial institutions — banks in particular — have obligations

and responsibilities to the communities they serve. And that it is from the

stability and prosperity of those communities that banks derive their own

stability and success.

It’s a unique time — the perfect time to get back to what banking is supposed

to be about: serving customers, serving communities and serving colleagues

by facilitating growth and prosperity.

Chairman and CEOCitizens Financial Group, Inc.RBS Americas

A good bank allows citizens to invest in other citizens: from the homes they live in to the

cars they drive to the ideas that create small businesses to funding the growth of those

businesses into ever more successful enterprises.

This is something Citizens and Charter One have done for more than 100 years. All the

while being fully accountable, innovative, community-minded and accessible to all people.

It is how we got to be who we are. It’s how we started. It’s how we grew.

We’ve invested in the communities we live in. We’ve grown as those communities have

grown. We’ve succeeded in helping our fellow citizens succeed, one customer and one

colleague at a time. This is the charter of a good bank.

WHAT A GOOD BANK DOES.

It’s a simple way of talking about our core beliefs and it serves as a timely extension of our

Credo — the bedrock of those beliefs. Now more than ever, customers see the importance

of a bank’s close ties to the community. It is our heritage, our strength and indeed our name

— Citizens Financial Group.

Our message will be spread via TV, radio, print, direct mail, digital media and

merchandizing. But perhaps the most important part of making the effort effective

is for you to embrace it.

There is an old adage that the best advertising is word of mouth and that is more true

today than ever before. So spread the word. Think about personal examples and stories of

how our bank has helped the community. Discuss it with friends, family and neighbors. And

raise the bar by taking a personal pledge to be a good citizen.

Today we launch a new movement under the banner

GOOD BANKING IS GOOD CITIZENSHIP.

TM

SOME THINGS YOUMIGHT TALK ABOUT:As a bank, it’s our responsibility to support the community, so we collectively put in thousands of hours of volunteer work and encourage our people to get involved.

We invest millions into our local communities to revitalize neighborhoods, fight hunger, mentor youth, and support the important work of our non-profit partners.

We anticipate customers’ needs by being proactive and not reactive.

We are all part of Citizens Financial Group, and we should always remember the heritage built into this name, that our success is consciously linked to the successof our customers.

We believe in old-fashioned values and embrace innovation to make the experience of banking better.

We’re all in this together. You. Me. Us. Bank. Those four words tell the story of the shared prosperity we stand for.

We look to promote the financial health of our customers. We give them smart products, useful tools and sound advice.

Lastly, knowing that customers can choose to bank anywhere, we give them a good reason to bank with us.

CUSTOMERSWe work for them. If they like us, if they trust us,

if they believe in us, if they think we are a good bank

and a trusted advisor, we all grow and prosper.

COLLEAGUESWe want to be a rewarding place to work. We believe

a highly engaged, diverse team of colleagues will deliver

an exceptional experience for our customers.

COMMUNITYWhen the community prospers, we all prosper.

We invest in places and people we know. We give back.

We encourage community involvement and volunteerism.

OUR CREDO

SOME WORDS TO LIVE BY:

It takes a lot of good things to make up a good bank. Good ideas. Good practices.

Good execution. And more than anything else: good people. We have a lot of.

them. More than 22,000 in all. People of every background and origin coming.

together to create a culture dedicated to serving our customers and the.

communities they live in.

TODAY, WE LAUNCH A NEW MOVEMENT WITH AN HONEST

MESSAGE. WEAR IT ON YOUR SLEEVE AND IN YOUR HEART.

AND REMEMBER, GOOD BANKING IS GOOD CITIZENSHIP.

GOOD BUSINESS TAKESGOOD CITIZENS. (THIS IS WHERE YOU COME IN.)

WHAT DO WE MEAN BY “GOOD BANKING IS GOOD CITIZENSHIP”?

Our new brand promise is our commitment to facilitate prosperity, allowing every citizen to invest in

other citizens, so that we can all buy homes, create jobs and invest back in the communities in which we

live. It is our promise to go forward being fully accountable, innovative, community-minded, and accessible

to all people. It’s how we got to be who we are. And it’s who we will continue to be.

WHAT’S THE DIFFERENCE BETWEEN OUR CREDO AND “GOOD BANKING IS GOOD CITIZENSHIP”?

They are both founded on the same bedrock of beliefs. The Credo is our statement of corporate values.

“Good Banking Is Good Citizenship” is how we talk about who we are to the public at large.

WHY ARE WE CHANGING?

We’re not changing. We are reasserting what it means to be a good bank. This is not a new idea. It’s steeped

in our tradition and based upon our long-standing values. It’s a stake in the ground as well as a gentle

reminder of our pledge to adhere to good banking practices for the sake of the greater good.

HOW IS CITIZENS FINANCIAL GROUP ACTING AS A GOOD CITIZEN?

Being a good citizen means not only having a foundation of honesty and integrity in day-to-day business

practices, but infusing those principles back into the community through contribution and participation.

We are constantly improving upon ways to better serve our customers and the community by supporting

our local non-profi ts, providing fi nancial guidance, and through environmentally conscious programs

like Green$ense.

IS THIS JUST A MARKETING PROMOTION?

No. “Good Banking Is Good Citizenship” is our brand platform, but it goes well beyond marketing.

It is a refl ection of our core values, of how we interact daily with our customers and with each other.

Each one of you represents our brand. We’re proud of who we are, the fi nancial storms we’ve weathered,

and we want to make sure our customers understand the benefi ts of being part of an organization that’s

doing its share.

Q&A WE TALK ABOUT THE FOUR PILLARS OF “GOOD BANKING IS GOOD CITIZENSHIP” BUT WHAT DO THEY ACTUALLY MEAN?

WHAT DO WE MEAN BY BEING ACCOUNTABLE?

Every customer relationship is based on mutual responsibility and trust. Customers work hard to

earn and manage their money, and we work hard to ensure transparency in everything we do, taking

responsibility for what we say and do, making things right if a mistake has been made. Never forgetting

that customers expect us to handle their money as if it were our own.

WHAT DO WE MEAN BY BEING COMMUNITY ORIENTED?

A strong bank sits at the heart of a healthy community — giving loans to our neighbors, investing in

local businesses, supporting local community initiatives, being responsible toward the environment, and

generally contributing to the health of the community. Because not only is good banking good citizenship,

good citizenship is good business.

WHAT DO WE MEAN BY BEING INNOVATIVE?

A good bank is also a smart bank, one that makes things simple and easy to use. One that anticipates

the needs of its customers, and provides more options so you can bank on your terms. A bank that

taps into the best products, best service, people and experience — whether through technology or just a

better way of doing business.

WHAT DO WE MEAN BY BEING ACCESSIBLE?

Why should you have to come to the bank when your bank can be wherever you are? Whether at a branch,

at the grocery store, in a business meeting or online, your bank should fi t your life, and be as accessible as

your wallet. Not just with access to your money, but also information, advice and global capabilities. Within

reach but also within earshot, always ready to listen and lend a hand.

WHERE CAN I SEE THE ADS?

Our new marketing campaign expressing our commitment to “Good Banking Is Good Citizenship” will

appear on TV, on the radio, in print, outdoor, merchandizing, on our website and microsite, and will be

carried throughout all materials we distribute.

IF I HAVE QUESTIONS ABOUT OUR BRAND OR MARKETING, WHO SHOULD I TALK TO?

You should talk to your manager fi rst and they should be able to help you with most of your questions.

If you have further questions, or need help with our brand guidelines, logo use or marketing materials,

please contact Natalie Bagley at Natalie.Bagley@citizensbank.com or visit the microsite at

citizensbank.com/GBGC or charteronebank.com/GBGC.