To make a compaint with RBS, you can do so through WebChat, by filling in an online form, by writing to RBS or by calling RBS.
You can complain about your current account, savings account, personal loan, credit card, mortgages, life cover, pension, about the general service you have received and your business account. You can also add information to an existing complaint you have made, if you make your complaint online.
Make a complaint with WebChat
RBS WebChat is available Monday to Friday 8am-8pm, and on Saturday from 8am-6pm. The WebChat function can be found here. By using WebChat, you will have the opportunity to speak to an RBS advisor about your complaint.
Make a complaint online
To make a complaint online, follow this link. The online form will ask for your title, first name, surname, date of birth, the first line of your address, your post code and a contact telephone number. It will also ask for an email address, and you will be able to select from a dropdown menu the nature of your complaint, and the account type you are complaining about.
When filling in the online form, select what your complaint is about and note the date the incident occured.
You will have the opportunity to write in detail about your complaint, in the following boxes:
RBS should be in contact with you within 5 days of receiving your complaint. Alternatively, you can fill in an existing complaint form here if you want to add information to an existing complaint that you have made with RBS. Make sure you include as much information as possible, so RBS can process your complaint effectively and help you.
Make a complaint on the telephone
Personal RBS customers can call 0800 151 0405 to make a complaint, and private customers can call 0333 202 3332 to make a complaint. Business customers should call 0345 600 2230 to make a complaint. The RBS telephone number for mortgage complaints is 0345 721 2600.
Please note that RBS telephone banking will not be able to help you with your complaint, other than by transferring your call.
Make a complaint in writing
To make a complaint in writing, customers should send their letter to the following addresses:
Personal Complaints Address
Customer Relations Manager,
The Royal Bank of Scotland,
PO Box 594,
Business Complaints Address
Business Complaints Team,
8 Brindley Place,
Mortgage Complaints Address
Royal Bank of Scotland Mortgage Centre,
PO Box 123,
Credit Card Complaints Address
Royal Bank of Scotland Card Services,
PO Box 5427,