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complaint

Making a complaint

If you want to make a complaint, you’re in the right place. Some issues can be resolved without submitting a complaint, you can find the information you need through our Support Centre.

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Making things better

We always try to give you the best possible service, but sometimes we don't get it right. If you let us know, we've then got the chance to put it right and help prevent the same mistakes in the future.

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Use the mobile app

The app lets you raise complaints quickly without any hassle. If you've already registered, it's the easiest way to get in touch.

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Don't have the mobile app?

You don't need the Mobile App to get started. If you're a Royal Bank of Scotland customer, just Ask Cora to begin.

Have you met Cora, your AI Assistant?
Cora can help you with a wide range of queries, including this one.

Don't have a Royal Bank of Scotland account ?

Don’t worry. You can raise your complaint by selecting the option below.

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Raising your complaint

Using your mobile device that has the Royal Bank of Scotland app, open your camera and point your device at the QR code. A link will pop up, tap this, it will take you straight into our app where we'll guide you through the process of raising a complaint.

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Raising your complaint

Select 'Make a complaint in the app' below and you'll be taken straight into our app where we'll guide you through the process of raising a complaint.

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What happens next?

Once we’ve got your complaint, we aim to resolve it as quickly as possible.

Information Message

Whenever possible, your complaint communications will be sent using E-mail and SMS - please check your junk folders in case these messages end up there.

  1. 01

    We review your complaint

    We’ll confirm we have your complaint within 5 days after you logged it. We’ll give you details of how we’ll resolve your complaint and a note of your complaint reference number.

  2. 02

    We investigate

    Some issues can take a little longer to fix. If this is the case, we’ll send you an acknowledgement of your complaint within five working days of receiving it and keep you regularly updated.

  3. 03

    We keep you updated

    We’ll keep you updated regularly, but if you have any questions you’ll be able to contact our complaints team directly on the telephone number detailed in your acknowledgement letter or email.

Helpful complaint information

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Check progress on your complaint

We're here to make it simple for you. Use the contact details in the letter, email or message we sent. If you need to add info or ask something new, go to your app or online. Choose 'Existing Complaint' in Chat to Cora.

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What to expect when you make a complaint

When you make a complaint, we’ll do our best to put things right. Our leaflet shows how we’ll handle it, keep you updated, and fix any issues. Choose the standard guide or an Easy Read version to suit your needs. 

 

Download the complaints leaflet

Download the complaints leaflet (easy read version)

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Not happy with the outcome of a complaint?

If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.

If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you’ll need to do this within 6 months of receiving our letter.

You can contact the service online

In writing to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Or you can phone them on 0800 023 4 567, 0300 123 9 123 or 0207 964 1000.

Or visit the Financial Ombudsman Service Website

Other ways to get in touch

We do have other ways to get in touch. If you'd prefer to contact us another way, you can use the options below.