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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 3.97 / 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.

Leave your complaint

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View more RBS complaints

See what other people like you have said about RBS.

22nd November 2019

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

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

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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.

14th November 2019

Extremely poor

Basically, RBS credit card mucked up an online transaction. On telephoning RBS to sort matters out, I was told I had "failed" security and would have to traipse to a local branch to sort matters out. Had a better idea altogether - cut my card up,...

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Basically, RBS credit card mucked up an online transaction. On telephoning RBS to sort matters out, I was told I had "failed" security and would have to traipse to a local branch to sort matters out. Had a better idea altogether - cut my card up, settled my account online and hopefully will have no further dealings with RBS ever again.

8th February 2019

My worst banking experience

RBS made several mistakes in the account opening process (multiple complaints upheld), terrible online and mobile banking. Infuriating that almost everything apart from opening an account needs to be done in a physical branch, especially when that is...

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RBS made several mistakes in the account opening process (multiple complaints upheld), terrible online and mobile banking. Infuriating that almost everything apart from opening an account needs to be done in a physical branch, especially when that is not made clear when opening an account.

8th February 2019

My worst banking experience

RBS made several mistakes in the account opening process (multiple complaints upheld), terrible online and mobile banking. Infuriating that almost everything apart from opening an account needs to be done in a physical branch, especially when that is...

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RBS made several mistakes in the account opening process (multiple complaints upheld), terrible online and mobile banking. Infuriating that almost everything apart from opening an account needs to be done in a physical branch, especially when that is not made clear when opening an account.

22nd November 2018

Awful customer service

Had a very bad experience involving my business account with staff in branch and over the phone not able to give me meaningful and helpful advice as a result the whole process was complicated and could of been easier if staff members had taken me...

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Had a very bad experience involving my business account with staff in branch and over the phone not able to give me meaningful and helpful advice as a result the whole process was complicated and could of been easier if staff members had taken me through the process on my first point of contact. Very happy I no longer hold an account with RBS and would never go back.

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