Support Centre

Making a complaint

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Just need some help?

If you don't wish to make a complaint, but still need some help, Cora, our digital assistant can provide answers to the most commonly asked questions. If she can't help, she'll pass you onto a real person who can.

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We would love to hear your feedback. Whether you have received fantastic service or if something hasn't gone so well and whether you've experienced it in branch, over the phone or webchat, please use our Feedback Form to let us know.

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Visit our Support Centre

There you can search our Frequently Asked Questions.

Go to Support Centre

If you do wish to make a complaint please click the 'Ask Cora' button below.

Making things better. Here's how to let us know of any problems: raising your complaints in the Mobile App or Online

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.

The quickest and easiest way to raise a complaint is through our Mobile App

If you're a personal banking customer and registered for our Mobile App, select the 'Make a Complaint in the app' option below.

Make a complaint in the app

App available to customers aged 11+ using compatible iOS and Android devices and a UK or international mobile number in specific countries.

If you're on a desktop computer, but have our Mobile App...

Using your Mobile or tablet, 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 to start registering your issue. Type 'complaint' and we'll guide you through the process.

Not able to scan the QR code?

Simply log in to our app on your mobile device.
Once logged in, select 'Help' and then 'Contact us'.
Then start a conversation with our 'Chat to Cora' service. Just type 'complaint' to start the process of raising your complaint.

If you'd rather make a complaint online, just click on the 'Ask Cora' button below.

It’s simpler to complain online. But of course, we do have other ways to get in touch.

View contacts

RBS have collected your contact information to enable us to provide you with updates on the progress of your complaint. The complaint record will be stored for 6 years for audit/investigation purposes as required by regulatory authorities. Our full Privacy Policy is available at rbs.co.uk/privacy.

Helpful complaints information

What you can expect next

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

If we can resolve your issue within four working days, you'll receive a letter or email with your Financial Ombudsman Rights.
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.
When we’ve got a fix we’ll give you a call or send you a letter.
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.
If we do need to call you, it's worth knowing that some calls may display as 'unknown', 'private' or 'withheld.’

What info do we need from you?

To help us look into and resolve your complaint, please give us:

· Your name and address

· Your account details

· A description of your complaint

· When the problem occurred

· How you’ve been affected by this

· A contact number and email address

Why we need this

This information will help us understand what has gone wrong. That way, we can make sure we pass your complaint to the right person to fix the problem.

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

Updates on a complaint you’ve made

Unhappy with your complaint outcome?

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 by writing to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

You can phone them on 0800 023 4 567, 0300 123 9 123 or 0207 964 1000. You can also email them at complaint.info@financial-ombudsman.org.uk.

Or visit the Financial Ombudman Service Website.

View our complaints leaflet

Save and download our complaints leaflet

Downloadable complaints leaflet (PDF, 201 KB)