The Royal Bank of Scotland Avis 

Called to unblock my card, staff tried to get me into phone banking, I refused. Asked for the agent to unblock my card she told me how to do it at the bank which is miles away. Shambolic !

Again!! Biometrics not working & locked out. Banks working hours don't working for working people to get to a branch If you can find one! Customer service useless to resolve anything over phone.

Going from bad to worse. Really bad nowadays. No humans and just waiting for ever on the phone.

RBS have the most confusing and complex process for dealing with maturity instructions for dealing with a maturing FIXED RATE ISA. Most banks and building societies have a simple form on which you select your maturity option. Including selecting a new ISA to reinvest the maturing one. Not RBS.

You have to open an entirely new account then complete details of the maturing account you want to transfer into the new account, remembering to tick the box to wait till the maturity date to avoid early closure penalties!!

This complex process was set out in an email. The only problem is that it won't work. The new account has to be funded by a specific date that is BEFORE my existing account matures. Why send instructions I can't follow?

Shameful service from Royal Bank of Scotland. I submitted a debit card chargeback claim
against a rogue garage that pretty much scammed me by fitting cheap generic parts instead of the "Premium" ones promised in writing, and also leaving my car in a dangerous, unsafe driving condition.

I provided clear answers and an airtight PDF evidence package, including a definitive, independent technical geometry report from Halfords Autocentres proving a catastrophic -4.10 mm misalignment left by the garage.

RBS sent an automated rejection template claiming they "haven’t seen clear evidence of a breach of contract."

This proves their dispute analysts are too lazy to even open or review customer PDF attachments. They prefer to protect fraudulent merchants rather than their own customers.

This is a blatant breach of the FCA’s Consumer Duty regulations. I am lodging a formal complaint and taking RBS straight to the Financial Ombudsman Service. Unreliable and incompetent.

Avoid this bank at all costs.

Were completely unhelpful , kept asking me to resubmit a document they had already rejected , saying it had been edited and the font was wrong on the bill !!! Nothing resolved and still no bank account . Why is it so hard to do such a simple thing as open a bank account ?

I had a complaint about the app not working and got my resolution reviewed as it was completely nonsense. They outsource there complaints to company’s in India with no phone number only email. If your trying to sort out a complaint it gets very difficult if there in India with no phone only email. The level of customer service is nonexistent. It’s taken me 3 months to get an answer and it was nonsense. I have been misled misinformed and LIED to several times by members of staff who don’t care about the customer because there watching the clock. I was looking forward to going with this bank and having a good relation ship but that has now gone. Been told to many lies. Now I am going to take this further to the financial ombudsman. Avoid this bank like the plague! If I could rate them zero I would. It’s been awful it feels like they are just taking the mick out of you. Now I have to go through all this hassle again with the financial ombudsman.

Very difficult to deal with, online advice contradicts advice given by call handlers. Trying to help very elderly relatives with an account issue and RBS seem to lack any empathy and common sense. Cora is useless and seems to develop technical issues when straightforward questions are asked. 2 weeks of repeated calls and waiting for activation codes to be sent and no further forward. No local branches either.

Ive been with rbs for over 20 years and for the life of me I dont no why they've always been useless.

RBS Customer Service appalling. Promised to call me back numerous times and didn't, promised to email and didn't. Lost all the payees from my account and can't explain it. Absolutely terrible

I have banked with RBS for about 15 years. I have always been the type to save up and buy outright.
They were constantly offering me credit cards/ loans and mortgages.

Until i recently decided to treat myself and buy a new car using a loan as I am constantly getting offers for low interest loans.
Flat out rejected, perfect credit score, no debts, never missed payment etc.
Called to arrange a meeting with the bank manager, went to the meeting to be offered every type of insurance under the sun and once I mentioned the loan she simply asked me to take my phone out and do it on that. Obviously having the same outcome.

Absolutely shocking

I opened a fixed rate ISA (4.27%) in November 2025 and instructed RBS to request funds to be transferred in from elsewhere.
Anyway RBS have put the funds in an Instant Access ISA at just over 1%, which I have never opened.
I have obviously complained.
RBS Complaint Handler found I had no case.
I responded…
The same Complaints Handler responds stating:
‘I’ve independently reviewed the investigation’ (it’s the same person that dealt with the complaint initially so is not independent) that clearly has some training need.

Avoid, Avoid, Avoid…

I have been a customer since the Williams & Glynn days and can honestly say that until about 20 years ago their customer service was excellent. However, due to a steady but consistent decline I no longer use them as my main bank but keep my account open for back up purposes only. There are two questionable policy decisions I wish to comment on. The first concerns branch closures. My own (and presumably many others) became totally customer unfriendly by removing cashiers and directing customers to a sophisticated in branch ATM to conduct their transactions. The logical anticipated outcome, working on the principle that customers would opt for online banking in the comfort of their own home if they had to do it all themselves anyway, would be the reduction in footfall necessary to justify branch closure. By forcing customers online or elsewhere by they achieved their objective and my branch closed a few years ago. The second issue is something I only suspect and cannot prove and therefore cannot technically be referred to as a policy decision but concerns insurance. I had always organised my home insurance with RBS on an annual auto renew basis. Until this year the renewal proposal would arrive in the post at least 3 weeks before it was due, thus giving me plenty of time to check details including the premium. Had I not phoned them I would not have known that my premium had increased by 300% despite never having claimed! This year the documents arrived on the same day that the policy auto renewed, dated some 5 weeks prior to renewal but I suspect that postage was deliberately delayed as according to amended term and conditions cancellation charges are now effective from day 1 rather than free of charge for the first two weeks of the new policy. Fortunately, because I had phoned them to find out how much my annual direct debit payment would be I had time to shop around for an alternative provider and cancel my auto renewal and policy but had I been complacent and assumed that the premium would be roughly the same I would now be finding myself with the onerous task of claiming a refund less cancellation charges. Whilst anyone similarly affected by this massive and unjustified hike in their premium would be entitled to cancel and request a refund, RBS will now be making a tidy sum in cancellation charges, if they are deliberately delaying postage. All of my other mail has been delivered without unnecessary delays or issues which has resulted in the above mentioned suspicions.

Utterly awful customer service - when you finally get a response from a real human after it repeatedly fails to figure out what information you need, the human will take ten hours to respond and then copy paste some information that doesn't assist you at all. Get through on the phone and you can deal with sulky, sighing cs reps following the same flow chart as the robot. Get ready for a hair-raising experience if you ever have to do anything high value.

Awful on line banking app and cora the AI help is useless

Wanted to raise a dispute 08/04/26. Was put through to a young woman who was really unhelpful,.. directing me to do it myself if i have access to the internet,... she doesnt know my circumstances. Very poor service,. who trains these people??

Got an email from RBS saying that my new select account was all set up. Problem is I didn't set up an account, and the partial postcode given in the email by them wasn't mine.
I tried to call RBS, but, unless you're a customer, the automated service is not interested.
I sent in a written complaint, but this can take weeks.
Branches are non existant.
So, I'm left not knowing what's going on.

4 years ago my account was frowzen by the fraud department and when i asked what they were querying they refused to give me the reason and told me that I should know what they were talking about. My account has never been unfrozen and more recently my account has been closed by them. They have done the same thing with my brother and so he is closing his account as soon as he can. RBS fraud department should be reveiwed and closed as the attitude it totally unacceptable

Solicitor didnt pay the correct amount, contacted RBS who refused to communicate with the conveyancer. Now have the first ever default notice we have ever had.All from the bailed out bank, useless, unprofessional.