RBS Business Banking | How to complain

Step-by-step complaints procedure for existing customers

At RBS we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time.
When that happens, we always encourage you to tell us about your complaint, so that we can put matters right.

We want to:

• make it easy for you to tell us about your complaint
• give your complaint the attention it deserves
• resolve your complaint fairly without delay
• make sure you are satisfied with how your complaint was resolved  

How and where to complain

If you’re not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:

In person – visit any of our branches and speak to a member of staff. Most of our branches are open from 9.00am-4.30pm Monday to Friday (9.30am-4.30pm on Wednesdays). Some smaller branches have limited opening hours, and some of our branches are also open on Saturdays.

In writing

Personal customers: Address your letter to the Manager of your local branch or write to:

Customer Relations Manager, The Royal Bank of Scotland, Freepost, PO Box 594, Chatham, ME4 9DP.

Business customers: Address your letter to your Business or Relationship Manager or write to:

Customer Complaints Centre
1st Floor, 10 Brindley Place, Birmingham, B1 2TZ.

By telephone – use your usual number for contacting the Bank. If you have access to our 24-hour telephone banking service, our advisers are available at all times.


By telephone Calling from the UK Calling from abroad

Personal customers call

08457 24 24 24

+44 131 549 8888

Private customers call your relationship manager or call

0845 30 30 600

+44 118 963 9698

Business customers call your business manager or call

08457 121 121

+44 8457 121 121

Minicom customers call

0800 404 6160


Online - you can also write to us using the online form:

• I have an account with RBS
• I don't have an account with RBS

How long will it take?
We aim to resolve your complaint straight away. However if we have not been able to do so within one week, we will write to tell you:

• why we have not yet resolved your complaint
• who is dealing with your complaint
• when we will contact you again

We will usually resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer. We will contact you regularly until your complaint has been resolved.

If we can't reach an agreement with you
If we can’t agree an acceptable resolution to your complaint within eight weeks we will:

• send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision


• issue the Bank’s decision letter, which will explain our final position.

Financial Ombudsman service

Our aim is to resolve all complaints internally. However if you are not satisfied with our resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Alternatively you can phone 0300 1239 123. Further helpful information can be obtained from visiting the Financial Ombudsman web site.

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

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