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Personal Customer - Question and Answer Factsheet

• Is the RBS brand being divested?
• As a customer of RBS in England and Wales what will happen to me?
• Are there any immediate changes for me?
• Will this affect customer service?
• Can I still use my RBS branch or will it close immediately?
• I only have a savings account/ISA/mortgage/loan with RBS. My main account is held with another bank. How will I be impacted?
• I am an RBS England and Wales customer but only use on-line and/or telephony. Can I remain a RBS customer?
• I am an RBS England and Wales customer. Can I move my account to a Scottish branch and use on-line and/or telephony when my branch closes?
• I live in England and Wales but my account is held at a branch in Scotland. Will there be any changes to my account?
• My account is held at an England and Wales branch but I now live in Scotland and use my local branch there. Will there be any changes to my account?
• What are the next steps for RBS England and Wales customers?
• Will my savings deposits still be covered under the Financial services Compensation Scheme?
• Will this announcement result in any changes to pricing, overdraft commitments or service tariffs?

Additional Question and Answers for Business and Commercial Customers

• Will there be any immediate changes to the agreements/terms I currently have with RBS?
• What is happening to the products offered by Lombard, IF, Drummonds or for our international requirements?
• Will this change the appetite to lend?
• What happens to my loans, current accounts, electronic banking and overdraft agreements?
• Will this announcement result in any changes to pricing, overdraft commitments or service tariffs?
• Who is going to deal with my queries?
• Can I still use any RBS branch?
• Will I have to change the company's bank account numbers?
• I am part way through changing from a 'competitor' to you: should I halt the process?
• Who can I talk to if I want more information or have questions?

Q. Is the RBS brand being divested?

A. No. The RBS branches in England & Wales will be divested. The RBS brand will be retained as a trading brand.

Q. As a customer of RBS in England and Wales what will happen to me?

A. There are no immediate changes. The divestment process may take up to 4 years so for now it is very much a case of business as usual. We will continue to keep our customers fully informed.

Q. Are there any immediate changes for me?

A. No. As we anticipate the divestment process may take up to four years, there are no immediate changes. We will keep customers fully informed.

Q. Will this affect customer service?

A. Not at all. We will continue to provide the same standard of customer service throughout the divestment process. We value our customers enormously and are grateful for their ongoing loyalty - and we know that this depends on delivering excellent customer service.

Q. Can I still use my RBS branch or will it close immediately?

A. Your branch will continue to operate as normal, as will your cheque book, credit and debit card, and online services.

Q. I only have a savings account/ISA/mortgage/loan with RBS. My main account is held with another bank. How will I be impacted?

A. Accounts or products held with other banks (or with RBS Scotland) will not be impacted.

Q. I am an RBS England and Wales customer but only use on-line and/or telephony. Can I remain a RBS customer?

A. All accounts held in RBS England and Wales branches will transition across to the new owners. We value your custom enormously and are grateful for your ongoing loyalty. We also recognise that you have the choice, at any time, to switch to another bank and for this reason we remain resolutely focused on continuing to deliver an excellent service. The fact that the divestment process will take up to four years, a potentially long time frame, further strengthens our commitment to maintaining the status quo.

Q. I am an RBS England and Wales customer. Can I move my account to a Scottish branch and use on-line and/or telephony when my branch closes?

A. All accounts held in RBS England and Wales branches will transition across to the new owners. We value your custom enormously and are grateful for your ongoing loyalty. We also recognise that you have the choice, at any time, to switch to another bank and for this reason we remain resolutely focused on continuing to deliver an excellent service. The fact that the divestment process will take up to four years, a potentially long time frame, further strengthens our commitment to maintaining the status quo.

Q. I live in England and Wales but my account is held at a branch in Scotland. Will there be any changes to my account?

A. RBS Scotland branches are not included in this process and will therefore not be affected.

Q. My account is held at an England and Wales branch but I now live in Scotland and use my local branch there. Will there be any changes to my account?

A. All accounts held in RBS England and Wales branches will transition across to the new owners. There are no immediate changes and the process may take up to 4 years - for now it is very much a case of business as usual.

Q. What are the next steps for RBS England and Wales customers?

A. The European Commission has approved, in principle, the UK Government's support for RBS Group. It will now move to issuing formal approval. At this stage we expect formal approval to be received before the end of 2009. Once formal approval is received, RBS will approach the divestment process in a disciplined and thoughtful way and will continue to exercise strong and responsible stewardship of each of these businesses prior to divestment. As and when they move to new ownership, we will do this in a way that minimises disruption for our staff and customers and maximises value for our shareholders.

Q. Will my savings deposits still be covered under the Financial services Compensation Scheme?

A. Customers' deposits remain covered under the Financial Services Compensation Scheme up to 100% for deposits up to £50,000. Any purchaser will also be covered under the FSCS.

Q. Will this announcement result in any changes to pricing, overdraft commitments or service tariffs?

A. No, there are no changes as a result of this announcement.

Q. Will there be any immediate changes to the agreements/terms I currently have with RBS?

A. There are no changes needed as a result of this announcement.

Q. What is happening to the products offered by Lombard, IF, Drummonds or for our international requirements?

A. There are no changes as a result of this announcement: all products currently provided will continue. If any changes are required we'll work very closely with you in good time to support you in making a smooth transition.

Q. Will this change the appetite to lend?

A. There will be no changes to our credit policies and practices as a result of this announcement

Q. What happens to my loans, current accounts, electronic banking and overdraft agreements?

A. All aspects of processing, systems, risk management, credit and pricing will continue to be undertaken as at present. There is no change to the handling or operation of our processes , nor will current products be withdrawn, as a result of this announcement.

Q. Will this announcement result in any changes to pricing, overdraft commitments or service tariffs?

A. No.

Q. Who is going to deal with my queries?

A. There will be no immediate changes to your existing points of contact. If any changes are required we'll work very closely with you in good time to support you in making a smooth transition.

Q. Can I still use any RBS branch?

A. Yes, our branches will continue to operate as normal, as will your cheque book, credit and debit card, and online services.

Q. Will I have to change the company's bank account numbers?

A. No changes are needed at this stage. In the event any changes are required in the future, we will keep you fully informed and work closely with you to achieve a smooth transition.

Q. I am part way through changing from a 'competitor' to you: should I halt the process?

A. RBS very much remains open for business - we continue to provide a competitive offering to ensure we support your needs and we will continue to do that.

Q. Who can I talk to if I want more information or have questions?

A. Please talk to your relationship manager in the first instance. If you'd like to talk to someone else please call our Business Hotline. The Hotline number is 0800 092 3087 and is available from 8am to 8pm Monday to Friday. You can also email Businesshotline@rbs.co.uk or visit RBS.co.uk.