RBS complaints

How to make a complaint with RBS

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

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 online complaints form

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,
ME4 9DP.

Business Complaints Address

Business Complaints Team,
5th Floor,
8 Brindley Place,
B1 2TZ.

Mortgage Complaints Address

Royal Bank of Scotland Mortgage Centre,
PO Box 123,
PA15 1EF.

Credit Card Complaints Address

Royal Bank of Scotland Card Services,
PO Box 5427,
SS1 9AJ.

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