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Personal banking

Make a complaint online(*this information must be provided)


We are sorry that you are unhappy with our products or services. Letting us know means we can record your complaint and work with you to understand what's happened and how we can put things right.

Ways to complain Online

You can either Chat Now with us via Webchat:

Chat Now

Opening Hours: Mon-Fri 8am-6pm, Saturday 9-4

You can complete our Online Complaint form and we will contact you by email, phone or post to resolve your Complaint:

Online Form

Online Complaint Form

This form is designed to capture your complaint as quickly and as easily as possible and will be passed directly to our Complaints Team to investigate your issue and try to put things right.

There are some key pieces of information we need in order to do this - please fill in the following fields to submit your complaint.

Please note all fields marked with * must be completed.

Online Form This is a secure form and will be passed directly to our Complaints Team

Firstly, please tell us about the account that your complaint relates to and the nature of the problem you have had:

Account Type

Don't worry if you're unsure which option to choose - select the option you think is closest to your complaint and some further options will appear below.

Complaint Details

Is your Complaint about:
CAN YOU ASSIT ME WITH ONLINE BANKING?

Is your Complaint about:
I NEED TO CHANGE MY NAME OR ADDRESS

Is your Complaint about:
IS IT POSSIBLE TO MANAGE MY LOAN ONLINE?

Is your Complaint about:

Is your Complaint about:
HOW CAN I GET A COPY OF MY STATEMENT?

Is your Complaint about:
REQUEST YOUR LOAN AGREEMENT


What is your complaint about?

Please describe your issue and provide us with information on when this happened and how you have been affected so that we can accurately understand your complaint and investigate how we can put things right for you.



Your Details:

Next we need some information to locate you on our system.


Please provide some further information to help us locate your account:


Please choose which details you would prefer to provide to help us capture and record your complaint:

This is the long 16 Digit Number on the front of your Credit or Debit Card This must be a valid card (within Expiry date and not cancelled)

Online Form Please be assured this is a secure form and is Encrypted before being sent to our Complaints team for your security



Contact Information

We'll need to contact you for further information so that we can resolve your complaint as quickly as possible. Please provide up-to-date contact information below.


Online Form Please Note:Our calls may appear as 'private', 'unknown' or 'withheld' on certain handsets. If you have provided a valid email address, please check your junk email folder as emails may fall into here instead of your inbox.

Thank you for taking the time to provide details of your Complaint.

We will be in contact with you within 10 working days of your complaint being registered with us.


What information do we need and why

To help us investigate and resolve your complaint, please provide the following:

  • Your name, Date of Birth and address
  • Your account details and what it relates to
  • When your issue occurred
  • A description of your complaint
  • How you have been affected by this
  • A contact number and email address

Why we need this information:

This will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint

Your contact details will help us to get hold of you if we need to discuss your complaint or require further information



What Happens Next

You will receive a response so you know we have received your complaint. This will contain your complaint reference number for your records and will help us find your information quickly should you need to contact us.

We may need to contact you to discuss your complaint and help resolve things quicker for you, to help us to do this please provide us with your up to date contact details including a phone number and email address. We will get in touch with our decision by phone, in writing, or by email.

Regulations allow us up to 56 days to resolve customer complaints but we hope to do this much quicker, and will keep you updated on our progress.

We will get in touch with written communication no later than 10 days of us receiving this form if we are still investigating your complaint, and then at regular intervals after that.

To find out more about our complaints procedure, you can download our complaints guide: Making a complaint (PDF) 1873KB




Important

RBS will NEVER ask for your full PIN or Password when identifying you on the phone or online, and will NEVER ask for Card Reader codes on the phone or when logging in.

Fraudsters may claim to be the bank to try and access security information. If you receive a call or email from RBS that you are suspicious about, cease the call immediately, or forward the email to phishing@rbs.co.uk

Visit rbs.co.uk/security for more information and advice.