RBS Complaints

At Smart Money People, we've been using the power of reviews from consumers like you since 2014 to help improve financial services. It can be extremely frustrating, and often expensive when things go wrong as an RBS customer - whether your main bank...

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At Smart Money People, we've been using the power of reviews from consumers like you since 2014 to help improve financial services. It can be extremely frustrating, and often expensive when things go wrong as an RBS customer - whether your main bank account, PPI (payment protection insurance) claim, savings, mortgages, or any other Royal Bank of Scotland financial product. If they've disappointed you, sometimes it feels like the only way to move forward is to escalate your dissatisfaction with a company in the form of a complaint. That's why we want to improve the way that companies deal with complaints from customers.

Read and write public complaints

Smart Money People was launched in 2014, and is dedicated to helping consumers get the inside track into the financial services industry. That’s why we’re now offering public complaints. With the help of your complaints we can help make the financial industry work better for everybody. Here’s how:

Voice your complaint in a public forum
Help others and drive real change
Have your complaint sent to RBS

We believe that your complaints can help other consumers get the inside track on what being a customer with RBS is really like. That’s why, by sharing your public complaint with us, you can start to help other consumers make better decisions today. You'll be helping us to drive real change by increasing trust and transparency in the financial services industry.

How do I make a RBS complaint?

We’ve got the simplest (and quickest) way to leave a public complaint. Once you’ve submitted your complaint, we’ll pass it to the complaints department at RBS. Your complaint will also be displayed publicly on Smart Money People, the UK's review and insight site for financial services, which will help others who might be having similar issues to yourself.

RBS currently has a score of 4.03 / 5 on Smart Money People.

Disagree with this rating? Your complaint will help to influence this rating, so let your voice be heard and share your experiences with everyone. It’s quick and easy to leave your RBS complaint below, and we’ll never pass on your details to anyone other than RBS.

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See what other people like you have said about RBS.

Absolute Garbage

Don't bother. Terrible support. Long hold times and useless tech.

Reviewed on 31st October 2021
Mitchell Baxter's avatar
Mitchell Baxter

terrible

totally not interested in the customer....take your money and runs! should have gone down and out. without the government bailout would hqve done. wish I had never banked with them! beware!

Reviewed on 12th August 2021
gogs mackendire's avatar
gogs mackendire

AVOID THIS BANK AT ALL COSTS

I HAD BANKED BOTH PERSONALLY AND IN BUSINESS WITH THIS BANK SINCE 1989, THEY WERE GOOD, THEY JUST GOT WORSE AND WORSE. THEY TOLD ME LAST YEAR THEY DO NOT WANT MY ACCOUNTS ANYMORE, BUT THEY WANT TO KEEP MY MORTGAGE. HAVING NEVER GONE OVERDRAWN WITH... Read more

I HAD BANKED BOTH PERSONALLY AND IN BUSINESS WITH THIS BANK SINCE 1989, THEY WERE GOOD, THEY JUST GOT WORSE AND WORSE. THEY TOLD ME LAST YEAR THEY DO NOT WANT MY ACCOUNTS ANYMORE, BUT THEY WANT TO KEEP MY MORTGAGE. HAVING NEVER GONE OVERDRAWN WITH THEM EVER, THE NOTICE CAME OUT OF THE BLUE, NO REASON, JUST DO NOT WANT THE ACCOUNTS. THEY NOW DEMAND MONEY THAT WAS REPAID YEARS AGO ON A BUSINESS LOAN, THEY ADMIT THEY HAVE NO EVIDENCE OF THE LOAN, BUT THAT NEVER STOPS THEM, SO I PAID OFF MY MORTGAGE WITH THEM AND STATED I WANTED MY DEEDS FOR MY HOUSE, THEY FIRST SAY THEY HAVE LOST THEM, THEN THEY SAY THEY SENT THEM, THEN THEY JUST REFUSE TO DEAL WITH THE QUESTION, THEY JUST APPOINT SOLICITORS TO TRY TO RECLAIM MONEY THEY SAY I OWE BUT CANNOT PROVE. MY ADVICE TO ANYONE AT ALL, DO NOT EVER TRUST THIS BUNCH OF LIARS, THEY ARE NOT A BANK, MORE LIKE A DICTATORSHIP. I REALLY WISH THE GOVERNMENT HAD NOT BAILED THEM OUT, IT WAS TOTALLY DUE TO THEIR INCOMPETENCE THAT THEY GOT IN THE SITUATION THEY WERE IN, BUT THEY ARE IMMUNE, THEY JUST TREAT YOU LIKE DIRT. PLEASE AVOID THEM FOR YOUR OWN SAKE, WHATEVER THEY SAY NOW!

Reviewed on 13th May 2021
Simon Edgecombe's avatar
Simon Edgecombe

Abysmal customer service, hopeless systems, if there is a shit encrusted wellie award, they win hands down.

Probably not enough words. How about 6 episodes of screwing up a CHAPS transfer in 48 hours resulting in costs of £2500 on my part, plus ten hours on the telephone? And lying about the reasons, then just admitting they had a problem with their systems ... Read more

Probably not enough words. How about 6 episodes of screwing up a CHAPS transfer in 48 hours resulting in costs of £2500 on my part, plus ten hours on the telephone? And lying about the reasons, then just admitting they had a problem with their systems bit not letting customers talk to the team dealing with the problem? Perhaps not being able to understand the need for two payees (credit card accounts) with the same company (Amex), but with different numbers (as they are different cards and not allowing this to be set up on Digital Banking; advising me that whilst this cannot be done in the app, it can be done if talking directly to someone on the telephone banking; them saying yes, no problem, and finding that it cannot be done; being told but eh complaints team that the details just provided to them by the person trying to help me have not been entered in the complaint record and after explaining again, the complaints rep then saying "ok, let me read what they wrote down..." RBS are LIARS. Then there is the "linked hi interest account" fiasco, where you get an SMS every morning telling you that your current account is going to go overdrawn even when there are funds in the linked deposit account, because the system cannot deal with the linked accounts; or not being able to see loan details online? Or, just being constantly told you can only do things in branch, when there is no branch within 25 miles as they have set them all? They are too big to control their own people, no-one in their teams takes ownership of a customer's problem, they simply DO NOT CARE.

Reviewed on 17th March 2021
SB's avatar
SB

The worst bank ever

Shocking, shoddy customer service, disinterested, rude staff, who hide behind the faceless nature of the business

Reviewed on 8th February 2020
Adam's avatar
Adam

Appalling customer service and care which includes bias, prejudice and lack of care.

I wouldn’t even rate this bank one to be h... Read more

I wouldn’t even rate this bank one to be honest.

This rating comes after my husband and I have banked with RBS for approximately 16 years. The bank as it stands were always happy to support us until due to my own stupidity I found myself to be in debt. My husband and I did however always manage to pay our bills and we never once defaulted on a payment however the strain of finding the money eventually became very difficult and I took the decision to look at an IVA in the hope that the monthly payments could be reduced and managed. The finances I were wanting to put on an Iva were from store cards and credit cards etc but I didn’t want a joint loan that my husband and I have with RBS to be included in the IVA as I didn’t want my husbands credit to be affected if I could help it.

We were able to pay the loan amount as we have always done for the duration of the loan term. After I made the difficult decision to enter into an IVA on the grounds that my joint loans were kept out of the agreement Freeman Jones who my IVA is with wrote to RBS to inform them that I was entering into an agreement but my joint loans wouldn’t be affected and my husband would become responsible for them and continue to pay for them as always. I didn’t hear anything from RBS, neither did by husband until we my husband tried to pay the monthly loan and found out that we had been totally frozen out of our account without any prior warning what so ever. When my husband called RBS to ask why we could not pay we were told that our account had been blocked because I had gone into an IVA and because of that RBS wanted the joint loan which is approximately £14,000 to be paid for in full and in one lump sum by the end of the week. As you can imagine we don’t have £14,000 pounds to hand, so the RBS told my husband that he would default on the payment and it would have to go to the banks legal team. However we don’t understand why we would be defaulted when we are trying to pay for the loan but RBS that are stopping us. As anyone with financial difficulties might know this upset my husband and I greatly as we didn’t know what to do. RBS also told my husband that its wrote into our terms and conditions of the loan which we agreed to by signing that if one person enters into an IVA in a joint loan the other party has to pay the remainder of this loan in full in one go. Both my husband and I looked at the agreement with a fine toothcomb and this sentence was not listed anywhere, so my husband called RBS back and another staff member said that this term isn’t detailed but it’s an administrative term of the loan that neither my husband and I as lenders were aware off and wouldn’t because its only used administratively by employees of RBS. I have complained to the bank three times now but no one to date has even acknowledged me.
I find RBS to be an appalling bank who seemingly does not value its customers but wants to victimise them instead. My husband spoke to Payplan a charity for debt management and they too didn’t understand what RBS are doing to us and said they have never heard of a bank treating people in such a way.

Reviewed on 22nd November 2019
Paula's avatar
Paula
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