Documentary filmed over the course of a year following the staff and customers of NatWest's branch in Huddersfield, West Yorkshire, examining the relationship between the bank and its clients. In the first episode, deputy manager Claire Blakey has 12 weeks to improve the all-important customer service score of her branch, and she and her team know that they have their work cut out due to the public's lack of faith in banks due to recent economic crises.