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105 customer reviews on RBS on Trustpilot


5 days ago
by Tony Carter

1 stars

Tony Carter

Tony Carter Asked for a small business overdraft with this pethetic bank last December to cover me through the bad months of winter if I needed it. Been...Read more

Tony Carter Asked for a small business overdraft with this pethetic bank last December to cover me through the bad months of winter if I needed it. Been with this bank years but turned me down for the overdraft after making £86000 last year, I incurred charges of £351. Found out yesterday that they had stolen this amount from my other personnel account to clear it and had the neck to charge me for interest and a charge for closing the account and managed to put a last monthly charge on it before they closed the account this morning. What an outright pethetic bank, I would seriously avoid this bank if anybody is considering it, I will post my card back to you and hope you choke on it RBS. My other accounts I have with you will be closing and ISA account, a failing bank.

6 days ago
by Nigel Moore

1 stars

Shameful

I would draw your attention to the following service I have received from RBS. 1. We have a joint account albeit a rather dormant one and one name was...Read more

I would draw your attention to the following service I have received from RBS. 1. We have a joint account albeit a rather dormant one and one name was omitted and lost. 2. RBS did however send the omitted person a VISA card and then had no record of it. 3. RBS sent a cheque book in a single name and then told us it would be find for the other person to use that cheque book. 4. Having finally got the second person reinstated they were unable to set up telephone or online banking despite many attempts. 5. We had 2 linked accounts which we wished to separate and despite many attempts this has not been done. 6. The personal banking website is slow and unresponsive 7. The people answering the phones have only basic knowledge and have to refer nearly everything. 8. Having spoken to one manager they told us that they would resolve matters but did not. 9. On several occasions we have been cut off 10. Having made a complaint the complaint handler called at an inconvenient time and promised to call back the following day. He did not and instead sent a letter. 11. When I called to ask for the matter to be dealt with by another person I was told that was not going to happen. 12. When I asked to speak to a manager I was told “managers don’t speak to customers”. 13. I have still not had a full response to my complaints but I did receive a letter 5th October stating that they will respond within another 4 weeks. This all began in August. 14. Many of these matters remain unresolved and nobody appears to care. I’m afraid that RBS are not fit for purpose. We will be closing our accounts with them

10/10/2017
by Genevieve

1 stars

WORST BANK OF THE DECADE AWARD

Last year, in September 2016, I asked the bank to downgrade my Silver account as it was not beneficial to me. It wasn't done so again in June2017, this...Read more

Last year, in September 2016, I asked the bank to downgrade my Silver account as it was not beneficial to me. It wasn't done so again in June2017, this year, I called to complain again. They were going to look into it as a recording would have been made of the call. Eventually, they conveniently couldn't find the call. Refunded the £10.00 less the current downgraded bank charges and included a long winded letter to complain to the Ombudsman if I wasn't satisfied with the outcome. The acommpanying Visa debit card was to be destroyed by me and they would send a replacement. I recieved the new debit card in late June. Friday, 6th October 2017, find fraudulent activity on my statement, using the visa card destroyed in June. I and call the bank. A very polite and efficient gentleman informs me the bank didn't block the card. The fraud section decides that it is suspicious but can not refund the money to my acount until Monday. This is just another sorry dealing with this terrible bank. Unfortunately as a pensioner, it is difficult to switch banks.


More reviews

09/23/2017
by Isobel Gibbons

1 stars

Informed of a death and sent all the …

Informed of a death and sent all the paperwork required to close a bank account to the wrong house number! 3 subsequent letters sent to the wrong house...Read more

Informed of a death and sent all the paperwork required to close a bank account to the wrong house number! 3 subsequent letters sent to the wrong house number including the return of a death certificate. It is now 6 weeks since this was reported to them and the necessary required legal paperwork has still not been received. They have been sent official bills with hotel and company details on them for payment. They have refused to pay them as official receipts are not satisfactory for them! They "allegedly" sent a letter on Monday, mail has been and still nothing from them. The bereavement team are totally incompetent. They have account details reference numbers all with the correct house number on but in their infinite wisdom sent it to the wrong house number! How shocking and disgusting

09/22/2017
by Megan Monaghan

1 stars

The worst experience of customer …

The worst experience of customer service I have ever had, hung up on, cold transferred 3 times in one call to the start of the que. told wrong information...Read more

The worst experience of customer service I have ever had, hung up on, cold transferred 3 times in one call to the start of the que. told wrong information 5 times. Still waiting on complaint reaponse but I have phoned the bank every day for a fortnight and my issue is still not resolved. Absolute joke of a company

09/21/2017
by Peter Limbert

1 stars

1 star and thats been generous...

1 star and thats been generous.... tried opening an account with them and received card and pin and welcome back, 3 days later received an email to say...Read more

1 star and thats been generous.... tried opening an account with them and received card and pin and welcome back, 3 days later received an email to say that the account is in the process of being open and will be open in 24 hours... so called to query this and was advised that a 2nd account had been opened (very nice of them to do this), so i told them that i only applied and required 1 account and they then advised me that i needed to go into my local branch to close one of them.. later that day i receive a text from them advising me that my address had been changed as requested, i didn't ask for any address to be changed so i called up their fraud department and after speaking to 5 different people i was finally advised to go to my local branch to discuss it further.... needless to say i'm not trusting these people with my money.

09/20/2017
by Albert Trotter

1 stars

1 star is too kind

1 star is too kind. This bank has real bad customer service. Very long call waiting times and the customer service are clueless and at times rude. Even...Read more

1 star is too kind. This bank has real bad customer service. Very long call waiting times and the customer service are clueless and at times rude. Even the branch is poor allowing a dog to be tied up right outside their door and when complained about they just shrug their shoulders and do nothing. I can see I'm not the only 1 complaining so goodbye and good ridddens to a badly run back. I'm sure another bank will look after me they way any customer should. To the people saying about people only writing bad reviews then giving a good review, what are you doing then? The whole point in this forum or any forum is to give feedback good or bad... and if any company receives a lot of bad comments then clearly there's something not right. I've seen quite a few good ratings of companies on here so what you're saying is nonsense and probably someone who works for the branch making these suggestions.

09/17/2017
by Smithsonia Joana

4 stars

Loan Seeker

Good Day Dear Loan Seeker, Do you need an urgent financial credit * Very fast and direct transfer to your bank account Repayment starts eight months...Read more

Good Day Dear Loan Seeker, Do you need an urgent financial credit * Very fast and direct transfer to your bank account Repayment starts eight months after you get the money bank account * Low interest rate of 2% * Long-term repayment (1-30 years) Height * Flexible *then monthly payment * How long will it be financed? After submitting the application * You can expect a preliminary answer less than 24 hours funding in 72-96 hours after receiving the information they need yours. If you are interested contact us via: (lugardroseloanfirm) in (outlook.com) and fill out the below loan application form. :LOAN APPLICATION FORM: Full Name:.................... Country:..................... State:.............. City:.............. Age.............. Sex:......................... Phone Number:........... Loan Amount :........... Monthly income:.......... Occupation:................... .... Loan Period:....................... ................ Purpose of Loan:......................... ........... E-mail address:...................... ................ Have You Applied Before?.................... We awaits your urgent application form to be filled okay. Emaill Address: (lugardroseloanfirm) in (outlook.com)

09/15/2017
by p.evans

4 stars

After reading the terrible reviews.....

After reading the terrible reviews I thought I should add my own. I've been with RBS since the 80's and have used Bankline continuously throughout with...Read more

After reading the terrible reviews I thought I should add my own. I've been with RBS since the 80's and have used Bankline continuously throughout with no problems. There are obviously teething problems with the changes as RBS sets everything up and I have become accustomed to having the RBS manager for my account being replaced with a new member of staff every few months. I built up a good relationship with my earlier manager and was sorry to see him transferred away. This has been the main negative for me. However, I am very happy with the service so far and I'm sure that the reviews will change when everything settles down.

09/08/2017
by Lorna Lumsden

1 stars

I have been an RBS customer for over 40 …

I have been an RBS customer for over 40 years. Following some major failures including ID mix ups with complete strangers, account access denials and...Read more

I have been an RBS customer for over 40 years. Following some major failures including ID mix ups with complete strangers, account access denials and providing me with ac statements of people with whom I have no connection, today, their technology failed and - apparently - the only way to remedy matters is for me to drive over 20 miles to visit a branch with photoID. Why should customers be inconvenienced to such an extent in order to remedy matters caused by RBS incompetence? it is all wrong and their incompetence has gone on far too long. How do they get away with it?

09/01/2017
by a marsden

1 stars

after 2 years i still need to login …

after 2 years i still need to login twice to rbs digital for them to allow me to access my account. TOTALLY STUPID AND INEFFICIENT. they should have...Read more

after 2 years i still need to login twice to rbs digital for them to allow me to access my account. TOTALLY STUPID AND INEFFICIENT. they should have sorted their to williams etc by now

08/31/2017
by Joanne nightingale

1 stars

RSB Ilford..

RSB Ilford... will you pick up the phone. Tried calling for 2 days now! Useless and unacceptable.

08/24/2017
by Mjn

1 stars

Well where do I start

Well where do I start, I requested historical bank statements back in April which never arrived so I chased them up and was told literally we've sent them...Read more

Well where do I start, I requested historical bank statements back in April which never arrived so I chased them up and was told literally we've sent them again. No explanation no apology so I went back to them and asked why where they not sent on the original request. I was told take it up with Royal Mail !!!!!!! This is the new customer service skills RBS ARE opting for maybe Amazon might follow the trend (tough if your deliveries don't arrive not the business model Jeff Bezos opts for) So I made a complaint only to be told tough I sent supporting evidence of thier failings I was still told tough no apology nothing. So I complain again only to get the service manager still no apology and said thier agents had done everything right. So I complained to Ross McEwan I recieved a letter yesterday advising me they will not apologise they have done nothing wrong. No acknowledgement of the non delivery of my statements nor acknowkedgement of the treatment i had recieved from thier staff. The executive complaints team obviously have crystal balls as nobody called me they just jumped on the new service process they have obviously introduced where it's always the customers fault and sent me a letter to say as much. I am disgusted that I am the one that has to find out why my personal financial information could be in the hands of anyone. And why is such sensitive info being sent via Royal Mail all other financial institutes use a recorded method. I wish I could name and shame these individuals I have had the misfortune in dealing with but rules are rules.

08/16/2017
by Paul Blart (Mall Cop)

1 stars

Transferring Bank account

Transferring Bank account I don't say it lightly when I say hated if not loathed every aspect of this bank, from simple things from logging in locks me...Read more

Transferring Bank account I don't say it lightly when I say hated if not loathed every aspect of this bank, from simple things from logging in locks me out of digital banking, to then re-enter every detail, after you've logged in and wish to change any personal detail, you'll be asked to get a card reader to do so which is absolutely ludicrous and it is the reason I'm writing this review it was the final straw to break the camels back. Even before opening my account I had to wait 6 months to even open one as the staff who organized the meetings to even open the account was on maternity leave at the time and it wasn't even possible to another branch to do so. This feels so unbelievably archaic and is painful at every step. not only was it painful to go through but this then led to complications at my job in regards to taxes and other such situations. The only redeeming factor I can think of is the Bramhall Branch which other than the horrific car park, is probably the best around the area but overall I'm glad to say I'm Transferring my account soon and will hopefully never have to deal with the Royal Bank of Scotland again.

08/15/2017
by isla G

1 stars

Awful complaint handling ignore the …

Awful complaint handling ignore the customer and send you generic responses also arrogant call centre staff who don't care

07/29/2017
by Mary

5 stars

I think a lot of people are only …

I think a lot of people are only writing reviews when bad things happen, well guess what? No bank is perfect! I've been with rbs for over 10 years and...Read more

I think a lot of people are only writing reviews when bad things happen, well guess what? No bank is perfect! I've been with rbs for over 10 years and they have always been very helpful. Whenever I need to call up (which is rare because the app and online banking are so easy to use!) everyone is very knowledgable and gets the job done. All call centres are in the U.K. Yes, I take on that the branches are closing left right and centre but my 2nd bank are also doing the same thing and also lloyds tsb and many other banks are closing their branches too. Post office banking has come in handy - if people take the time to see what the options are then they can make it work. The way of the future is digital with every bank so I'm afraid you have to move with the times! It's not like it's difficult to do and the call centre staff are there to coach you through if you're stuck. I love how you can even apply for loans and overdrafts online without having to wait in long call queues (because people are coming through wasting time complaining about the queue and making the queue even longer! ) These guys on the phones have so much training and are so pleasant it's a joy to call up. Will be happy to stick with this bank for the rest of my life! People need To stop writing moaning reviews of things that they can't change - fail to get a mortgage - deal with it! Card been declined- well you've probably entered your PIN wrong. It doesn't make the entire company a catastrophe! And RBS, you are better off without these customers anyway.

07/27/2017
by Corral

1 stars

Very poor

Very poor - shockingly bad communication - poor companies they use to fix your home when having to use the insurance service. Awful all round.

07/20/2017
by Liz

3 stars

Pretty good user experience through …

Pretty good user experience through website and mobile app.

07/16/2017
by Smart

1 stars

Appalling bank

Appalling bank. Cancelled all of my husbands bank cards and they have no idea why, then took an incredible 46 days to reinstate them. They treat you...Read more

Appalling bank. Cancelled all of my husbands bank cards and they have no idea why, then took an incredible 46 days to reinstate them. They treat you like something they have trodden in. I hate dealing with them now and will be looking elsewhere. Staff are poorly trained, ignorant and uncaring.

07/15/2017
by Perth person

1 stars

Very unhelpful ( for years)

Very unhelpful ( for years) . Kept changing Relationship Manager, without warning. On occasion, I witnessed bullying first hand.

07/12/2017
by Mark

1 stars

I have just switched from RBS to …

I have just switched from RBS to another bank after 27 years. I have nothing good to say about the last 8-9 years with the bank service after service...Read more

I have just switched from RBS to another bank after 27 years. I have nothing good to say about the last 8-9 years with the bank service after service withdrawn and bank after bank now closed. There was no point in staying with them. The offered a 3% back on bills account then reduced to 2% 1 month later. They refubished the branch and took away all the staff. Replacing people with machines,then closed it a year later due to lack of foot-fall?? the latest thing was moving call centres out of the uk. Moving jobs abroad!! owned by the government?? This should have been the peoples bank! Anyway I have moved and goodbye I won't be back. They did get the last word though, lol charged me £5 to close my account. :(

07/08/2017
by Jared

1 stars

Jared

Need to wait all day for phone answer booking accounts for no reason even when they gonna change name of the bank struggle will be the same I'm weary...Read more

Need to wait all day for phone answer booking accounts for no reason even when they gonna change name of the bank struggle will be the same I'm weary disappointed and angry because they are so unhelpful and useless

06/27/2017
by ruth macrae

1 stars

Avoid RBS if it's a mortgage you are looking for!!!

If you are looking for a mortgage then avoid RBS!!! I have been a RBS customer for more than 20years and have the chance to buy our council house. We have...Read more

If you are looking for a mortgage then avoid RBS!!! I have been a RBS customer for more than 20years and have the chance to buy our council house. We have £24,000 to put down as a deposit so were only looking for £30,000. After 3 weeks of back and fore to the mortgage adviser (and taking time of work etc) they decided to have their own valuation done and with that, we thought there would not be a problem. But the next day, we were told that their underwriters had refused us! We were devastated and thought we were going to lose our chance to buy. We then decided to try other lenders and brokers and have had mortgage lenders throwing mortgages at us!!! If I ever win the lottery, I will take great pleasure in opening an account with another bank!! Don't be taken in with their adverts that they are there to help you! What a load of nonsense and a complete waste of valuable time. Shame on you RBS

06/27/2017
by Elisa

1 stars

Unauthorised payments!

Cannot belive that rbs has so many bad reviews, I also had some issues lately, every single week whoever do the transactions always put me overdrawn so...Read more

Cannot belive that rbs has so many bad reviews, I also had some issues lately, every single week whoever do the transactions always put me overdrawn so they can charge me a fee of 9 pounds thats sick, first the fee was 6 last week was 9 I even set up with my broadband the payment days and still going on overdrawn without my authorization, I should have changed the bank last week but I thougt it will be ok but no they are not ok. I will change it ASAP, thank God I dont even have much money.

06/24/2017
by Khurram Inamullah

1 stars

Went to pay for pertol where the card …

Went to pay for pertol where the card got declined, called up the customer number, they had no idea what was going on. In my notes there was a number who...Read more

Went to pay for pertol where the card got declined, called up the customer number, they had no idea what was going on. In my notes there was a number who the customer service could not get in touch with. Went to the branch, there i was told my account was closed, I should come in the next morning to withdraw my money. Went the next morning, got a letter handed that I had to wait for a letter in post for further instructions. Ridiculous service. They've taken my money and are telling me I can't have it till I receive their letter....

06/17/2017
by Ken

1 stars

Applied to open a Business Bank account …

Applied to open a Business Bank account nearly 2 months ago. Still no reply. Submitted required documents, had phone interview. Rang up to chase up...Read more

Applied to open a Business Bank account nearly 2 months ago. Still no reply. Submitted required documents, had phone interview. Rang up to chase up application, promised phone calls back. No one has called back. Went to Yorkshire Bank, account opened within a week, card received, online account sorted. RBS is a joke!!

06/07/2017
by Kevin Miller

1 stars

Good Riddance

The mis-selling, bad-debt riddled bank really goes from terrible to abominable. Phoned to enquire about whether it was possible to pay money in branch...Read more

The mis-selling, bad-debt riddled bank really goes from terrible to abominable. Phoned to enquire about whether it was possible to pay money in branch using a debit card from another financial institution. "Where's it from?" which was a needless and pointless question, followed by "No, no, no, no you can't". My debit card was blocked when I went to Australia in February, despite me phoning to tell them weeks before hand that it would be used there to avoid any needless security procedures (as per their website instructions). Been with RBS since August 1994 (nearly 23 years) but they've progressively gotten worse over the past decade or so. Happily moving bank in the next few weeks. It feels like banking with a sinking ship anyway!

06/03/2017
by ED HOLGATE

1 stars

The Tax Payer Should have bailed out account holders ........

Most of the massive banking monoliths are much of a muchness .... Credit Unions more ethical

06/02/2017
by Peter McKay

1 stars

Withdrew my £500 business overdraft …

Withdrew my £500 business overdraft without warning!! Now threatening to close all my personal accounts because of a 'breakdown in communication'!! Been...Read more

Withdrew my £500 business overdraft without warning!! Now threatening to close all my personal accounts because of a 'breakdown in communication'!! Been with them for almost 30 years - without problems until now. Gone to hell in a handcart. Avoid, avoid, avoid.

05/24/2017
by Fiona Cameron

1 stars

0 out of 5 stars more like!

0 out of 5 stars more like! This is a truly terrible organisation and they should be so ashamed of themselves. 2 fraudulent transactions on my account...Read more

0 out of 5 stars more like! This is a truly terrible organisation and they should be so ashamed of themselves. 2 fraudulent transactions on my account and my fraud complaint was dismissed without reason, even when pushed to give a reason, they refused - they are unwilling to repay the money or offer any reason why they have said no. Emergency transactions require you to speak to the bank, meaning the bank spoke directly to the fraudster twice and gave them access to my money twice - once while I was out of the country and therefore not able to withdraw money from a UK cashpoint. Avoid avoid avoid! You would think a bank in such financial difficulty would be more careful with the money of the tax-payers who bailed them out - apparently not!


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Key facts about RBS

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Time to open an account -
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Available languages
English
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Company information

Type of service provider Banks
Active since 1727
Headquarter Edinburgh, Scotland

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