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Make a complaint online

 

We are sorry that you are unhappy with our products or services. Letting us know means we can record your complaint and work with you to understand what’s happened and how we can put things right.

You can complete our online complaint form and we will contact you by email, phone or post to resolve your complaint.

 

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Online complaint form

 

This form is designed to capture your complaint as quickly and as easily as possible and will be passed directly to our complaints team to investigate your issue and try to put things right.

There are some key pieces of information we need in order to do this – please fill in the following fields to submit your complaint. Please note all fields marked with * must be completed.

This is a secure form and will be passed directly to our Complaints Team

 

Firstly, please tell us about the account that your complaint relates to and the nature of the problem you have had:

Don’t worry if you’re unsure which option to choose – select the option you think is closest to your complaint and some further options will appear below.

What is your complaint about?

Please describe your issue and provide us with information on when this happened and how you have been affected so that we can accurately understand your complaint and investigate how we can put things right for you.

Please select title

Your Details

Next we need some information to locate you on our system.

Please select Title
Please select Title
Please select Title

This is the long 16 Digit Number on the front of your Credit or Debit Card This must be a valid card (within Expiry date and not cancelled)

Please be assured this is a secure form and is Encrypted before being sent to our Complaints team for your security

Please select Title
Please select Title

Please provide some further information to help us locate your account:

Please select title

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.

Please Note: Our calls may appear as 'private', 'unknown' or 'withheld' on certain handsets. If you have provided a valid email address, please check your junk email folder as emails may fall into here instead of your inbox.

Thank you for taking the time to provide details of your Complaint.

We will be in contact with you within 10 working days of your complaint being registered with us.

Important

Royal Bank will NEVER ask for your full PIN or Password when identifying you on the phone or online, and will NEVER ask for Card Reader codes on the phone or when logging in.

Fraudsters may claim to be the bank to try and access security information. If you receive a call or email from Royal Bank that you are suspicious about, cease the call immediately, or forward the email to phishing@rbs.co.uk

Visit rbs.co.uk/security for more information and advice...

Thank you for your email

Your complaint has been received


Your complaint has been recorded on our system and we aim to resolve it as quickly as possible.

This may involve calling you so its important to tell you that our calls may display as 'Unknown', 'Private' or 'Withheld' on certain handsets so we will send you a text where ever possible to let you know that we are trying to reach you.

We'll also try to reach you by email if you have provided us with accurate email address details. Please also check your junk email folder as emails may fall directly into here instead of your inbox.

Regulations allow us up to 56 days to resolve customer complaints but we hope to do this much quicker and will keep you informed of our progress.

If we haven't already resolved your complaint or if your contact is regarding an Existing Complaint we will contact you again no later than 10 working days from receipt of this email with details of your complaint reference number and how we intend to keep you informed about the progress of our investigation.

If you need to contact us in the meantime please email:

Customer.Relations@rbs.co.uk