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Personal banking

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

We're sorry you feel the need to complain. We would like to put things right for you as quickly as possible so please use one of the contact options below to submit your complaint to us:

This form will be passed directly to our Complaints Team who will investigate your issue and try to put things right. Please fill in the following fields to submit your complaint.

Please note all fields marked with * must be completed, and you will need to select the 'account type you are complaining about'.

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.

What is your complaint about?

Please be specific in describing your issue so that we can accurately understand your complaint and investigate how we can put things right for you.

Don't worry if you're unsure of which one to choose - your complaint will always get to the right team

Tell us what happened and what the impact has been*

Tell us what your ideal outcome would be*

We will be in contact with you within 5 working days of your complaint being registered with us.


Please note that RBSG will never contact you, or ask anyone to do so on our behalf, with a request to disclose your security details in full. If you receive any such a request from anyone (even if they are using our name and logo and appear to be genuine) this is likely to be fraudulent and you must not supply your security details to them in any circumstances. You should report any such requests to us immediately.

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 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 a hold of you if we need to discuss your complain or require further information

(Please note - our calls may appear as 'private', 'unknown' or 'withheld' on certain handsets)