Answers to your most frequently asked questions about business banking with Royal Bank of Scotland.
How do I sign up for Telephone banking?
If you're a new customer, you will automatically be registered for Digital and Telephone Banking when you open an account. If you're an existing customer, you can apply for Digital and Telephone Banking here.
If you’re already one of our customers, we just need your account number and your branch sort code.
We'll give you a customer number. Keep this safe as you'll need it every time you log in. You'll also receive an activation code in the post within seven days. It's sent by post to protect your security. You will need to use this code to complete the Digital banking registration process.
If you would like help to complete your application form, call us on 0345 6002230 (Minicom 0800 404 6160). Calls may be recorded.
When will I receive my activation or registration code for Royal Bank Digital or telephone banking?
We aim to send your customer number and activation code within four to five working days of your application being processed.
For security, the customer number and activation code will be sent to you by post in two separate letters.
If I need technical support for the Business Banking app who can I call?
You can call our Technical Helpdesk on - 0808 168 2964 (overseas +44 (0) 207 458 4016).
Lines are open Monday – Saturday, 8am – 6pm (excluding public holidays). Call charges from residential lines, business lines and mobiles vary and depend on your telephone operator's tariffs. Calls may be recorded.
How do I add a business to my Business Banking app?
1. After logging in, select "Add business".
2. Enter your Customer Number for the business being added into the "Customer Number" field.
3. Enter a "Business name". The business name can be anything that helps you identify the set of accounts. It does not have to reflect the official company or business name printed on the statements.
4. Select "Next".
5. Enter the request digits from the Digital Banking PIN.
6. Enter the request characters from the Digital Banking password.
7. Your "Account summary" screen will be displayed.
I can't remember my passcode for my Business Banking app
Please open the app and select the option “Forgotten passcode?” This will clear the app of your previously set passcode and any accounts added and will allow you to re-register. This is an instant process.
What security features does the app have?
Security is at the heart of our Business Banking app. The service can only be accessed from a device using a 5 to 8 digit passcode that you create when registering. We regularly test, update and validate our security model to ensure we maintain a banking grade level of security. We also use recognised and independent security experts to validate the security of mobile phone banking.
I am unable to log into my Business Banking app, what do I do?
There are a number of reasons that you may be unable to log into your Business Banking app;
- The mobile app runs alongside your Digital Banking; if you have locked yourself of Digital or Telephone Banking this may be why you are unable to log into your app. Once you have reset your Digital Banking log in (there are prompts to do this on the Digital Banking log in page) you should be able to successfully log into the Business Banking app.
- If you have entered your passcode incorrectly on multiple occasions this can cause the app to refuse you entry. Please open the app and select the option “Forgotten passcode?” This will clear the app of your previously set passcode and any accounts added and will allow you to re-register. This is an instant process.
- The app is down for maintenance or experiencing technical difficulties. This may happen from time to time, but we always endeavour to get the app back up and running as soon as possible.
Can I use the app on both smartphone and tablets?
Yes, you can use the Business Banking app on an unlimited number of supported devices.
I have both personal and business accounts - which app should I use?
While you can use either app, we recommend that you download the app that matches your account type.
If the Customer Number you use when logging into Digital Banking enables you to view both your business and personal accounts you will also be able to view the same accounts using either the Personal or Business Banking app.
However, if you have separate Customer Numbers for your personal and business accounts the Business Banking app will enable you to add multiple Customer Numbers which means you will be able to view all your accounts using just one app.
Please note that Bankline Customer Numbers can not be used to access the Business Banking app, you must be registered for Digital Banking to use the mobile app.
What happens to my Business Banking app if I change my phone?
For security, make sure that you delete the app from your old phone. The service will carry on as before, but you'll need to download the app again from the relevant app store.
What happens to my Business Banking app if I change my phone number or SIM card?
Nothing, the Business Banking app does not rely on your SIM card or phone number so will still work as normal.
What should I do if I have a new or replacement debit card?
Nothing, the Business Banking app does not rely on your debit card so will still work as normal.
Can I use the Business Banking app to connect to the Bankline service?
Unfortunately not – to use the Business Banking app you must be registered for Digital Banking. This is because the app requires you to enter your 8-10 digit Digital Banking Customer Number during the registration process.
We are looking to build an app soon that will support the more sophisticated needs of our Bankline customers.
How do I create a new payee?
You will need to add any new payees within Digital Banking. Once you’ve made your first payment to the payee it will then be available in the Business Banking app.
I have more then one Customer Number; can I view all of these on the Business Banking app?
Yes, you can add and switch between multiple (personal and business) Customer Numbers - in the same session (i.e. with the same log in).
What's the purpose of IBAN and BIC?
They're a simple way to identify your account and bank details, enabling you to speed up the process of sending or receiving cross-border payments.
When should I use my IBAN and BIC?
You should print them on your invoices for clients outside the UK. You should also use them when you're instructing a foreign bank to make payments to your account.
You can also use your IBAN and BIC for currency payments within the UK. However, for UK payments in sterling, you should continue to use your sort code and account number.
Do I have to use my IBAN?
Yes. If you want to make a payment to the EU, EEA (including Switzerland) or any of the other countries that have adopted the IBAN, you must use the beneficiary's IBAN and BIC.
If you want to receive payment from businesses within the EU, EEA (including Switzerland) or any of the other countries that have adopted the IBAN, then you must print your IBAN and BIC on your invoices.
Should I use my own Royal Bank IBAN and BIC on UK invoices?
Most of the time you don't have to include IBAN and BIC information on UK invoices. However, if you're expecting to receive a currency payment from another UK bank account, you can use the IBAN and BIC.
The company I want to pay through my Royal Bank business account hasn't given me its IBAN and BIC. What should I do?
If you need to make a payment to the EU, EEA (including Switzerland) or any of the other countries that have adopted the IBAN, you must use the beneficiary's IBAN and BIC. By law, the company you're paying should provide this information - they can find this on their statements.
The beneficiary's bank can reject your payment if you don't use an IBAN and BIC. If the company hasn't provided their IBAN and BIC, you should ask for these details. You could also tell the beneficiary company that payment may be delayed or subject to additional charges if they fail to provide this information.
Where can I find out more information about Investment Fraud?
If you are unsure or looking for some independent advice, call the FSA’s consumer helpline on 0845 606 1234. Alternatively you can visit their website at: http://www.fsa.gov.uk/consumerinformation/scamsandswindles/safe/investment
You should contact your local branch or relationship manager immediately to inform them if they have been involved in a potentially fraudulent transaction.
Who should I contact if I suspect I am a victim of Investment Fraud?
Action Fraud, a national fraud reporting initiative, should be contacted to report an investment scam of if you are suspicious. Action Fraud will be able to give you further advice and your report will be appropriately dealt with. You can report either online or over the telephone.
Reporting online: www.actionfraud.police.uk
Telephone Reporting: 0300 123 2040
Is Rapport security software compatible with screen readers?
Trusteer Rapport will work with screen readers, so you can install it. Some functionality, however, will not be available.
I can see an error or warning message in Trusteer Raport. What does it mean?
You can see explanations of all the dialogue messages that can appear in Rapport security software on the Trusteer web site.
Is my existing security software compatible with Rapport?
Trusteer Rapport is designed to work alongside your existing anti-virus software and firewall. It's not designed to replace them.
Which websites does Trusteer's Rapport protect?
Rapport automatically protects you when you visit Royak Bank of Scotland Digital banking or Bankline. However, you can set the software up to protect other websites too.
How do I report a phishing email or scam email?
At The Royal Bank of Scotland we will never ask our customers for any personal information by email. You should never respond to any email asking you to divulge your full Security Number and password we would only ever ask for random characters.
If you have received a fraudulent or suspicious email and not responded to it please forward the email to firstname.lastname@example.org
Visit our Security centre for advice on handling phishing emails and other security issues such as viruses, spyware and trojans.
I've got a problem with Trusteer's Rapport software for Royal Bank Digital Banking. Can I get help?
Why do I need Trusteer's Rapport software for Royal Bank of Scotland Digital Banking?
Traditional online security software is important but Rapport goes even further providing another layer of protection when banking online. We recommend you use Rapport alongside your firewall and anti-virus software. It's not designed to replace your existing protection.
I received a phone call requesting my Customer Number, full PIN, password and/or Card-Reader details.
If you have received a suspicious phone call and the caller requested your full security details please contact us immediately.
I've received an email asking for my Royal Bank of Scotland business account details. Is this genuine?
No. We will never send you an email asking for your account details, or any personal information such as a password or PIN number. Find out how you can avoid phishing and other online scams in our Online Security Centre.
I've been asked to give my complete password for Royal Bank of Scotland Digital Banking when I'm online. Is this correct?
No. Although we ask for your entire customer number when you log in, we only ever ask for a random portion of your password. Our staff will ever ask for your password.
What is Rapport Security Software?
To help protect you when you bank online with Royal Bank of Scotland, we recommend you download free security software, Rapport, from online financial security experts Trusteer. Rapport protects your online banking details, and can help to safeguard your identity online. You can download the Rapport Security Software here.
How can I protect my Royal Bank of Scotland business account from scams?
Typically, this is where a new customer contacts the company to order goods or services. The customer is often based abroad, and payment will usually take the form of a cheque or draft which is paid in to the company bank account. Following payment, the customer phones or emails to reduce or cancel the order, or to advise that an error has been made, e.g. purchase prices have been added to the shipping cost, and requests an urgent refund. The company, who are keen to build a strong relationship with a new customer, processes the refund quickly, and returns it using an electronic payment facility.
In due course, the original cheque or draft is returned unpaid because it is fraudulent. The company who has refunded the amount ‘overpaid’ is therefore left out of pocket.
• Always make sure you know that any funds paid into your account are irrevocable before making a refund.
• Always exercise caution when forming new relationships with potential customers, especially if these customers are based abroad.
• Never feel pressured into making a refund or transaction.
• Never be afraid to refer to your colleagues if you feel that something just isn’t right about a instruction or payment.
• When making any payment, always consider any financial risk to your business
The clearing cycle scam
Criminals often use the clearing cycle to try to influence you to refund a payment to them before the original funds have cleared.
The buyer claims a refund because:
• They have overpaid by mistake
• Payment has been sent in error
• They have changed their mind
In all of the above examples, the buyer generally makes the original payment by cheque, which is paid in to your bank account. You should never refund a buyer unless you are certain how the payment was made and the funds have definitely 'cleared', which can take up to 7 working days.
If your company receives payment in relation to a known sale or unknown sale (i.e. payment received - no prior sale agreement), always:
• Check the origins of the payment - do you know who paid it in? What was paid in? Have the funds definitely cleared?
• Carry out due diligence checks - is the deal too good to be true, if so, it probably is.
How can I protect my Royal Bank of Scotland business credit card from fraud when the customer and the card are not present?
When people buy with their cards over the internet, phone, fax or mail, it’s known as a ‘remote’ or ‘card not present’ transaction. The situation is clear: these transactions present a higher risk to your business, as there’s no way of checking the card visually or meeting the cardholder.
Of course, most ‘card not present’ transactions are genuine. But it doesn’t take away from the fact that fraudsters like this type of transaction – especially with the rise of Chip & PIN security closing down other avenues.
Get the right information
It’s vital you get all this information for every customer. Although only some of this information is needed to process the transaction, the rest is used to verify the card and cardholder:
• Card account number.
• Cardholder’s name as it appears on the card.
• Card expiry date.
• Card issue number and start date (if it’s on card).
• Card three-digit Security Code, usually found on the back of the card within the signature strip.
• Cardholder’s billing address. Cardholder’s address for delivery of goods.
• Contact phone number – preferably a landline, not a mobile number.
• Name of the card issuer.
Extra protection for your business
The present Visa and MasterCard designs will be around for a while. However, as new cards are issued, they’re being re-branded with updated designs and security features.
• Get the most from your terminal – Make sure the Address Verification Service and Card Security Code functions don’t indicate any problems with the transaction. These check the cardholder’s address and the unique Security Code.
• Call your customer – using a landline number that has been independently checked. To check a phone number, call directory enquiries, or use an online directory enquiries service. Be firm about delivery addresses – only deliver goods to the cardholder’s registered and verified address. Never deliver to third parties, such as friends, relatives, taxis or couriers.
• Customer collections – if the customer wants to pick up the goods in person, that’s fine. However, when they turn up, ask to see their card and simply process the transaction as ‘cardholder present’.
Watch out for customers who:
• Don’t seem to care – is the customer too good to be true? For example, are they not even interested in the price or details about the goods?
• Are being prompted – listen out for third parties in the background.
• Don’t know enough – they hesitate when you ask them technical questions about the products, or about the bank that issued the card.
• Demand next-day delivery – and aren’t worried about additional costs. Be especially wary if their address is close to your premises. Call on delivery day – and want to know when the goods will be delivered.
• Only give a mobile number – you should always get (and check) a landline.
• Use two cards for one purchase – card scheme rules don’t allow this.
• Try lots of cards – if the first, and any following, requests for authorisation have been declined.
You should know that fraud screening services such as Verified by Visa and MasterCard Secure Code are increasingly common. So expect to have more transactions referred – helping to keep your business safe.
To find out more, have a look at your Merchant Operating Instructions.
What can I do to prevent fraudsters altering the details of my Royal Bank business bank account?
We have become aware that a number of customers have received fraudulent approaches purporting to be from existing suppliers or creditors. The fraudster advises that the bank details for the settlement of future invoices should be changed. These approaches have been made over the telephone, by letter, fax and by email.
What do you need to do?
It is important that all requests for payment or to amend the bank details for the settlement of regular supplier payments or known creditors are independently validated before acting on the instruction:
• Closely scrutinise all requests for payment
• Contact the supplier or creditor to independently validate requests for payment or to amend bank details, e.g. using Directory Enquiries or existing records within your business
• Do not amend any payment details until you are entirely satisfied with the authenticity of the request
• Alert those staff with access to financial systems to the above threat.
Do you have any tips for reconciling cheques on my Royal Bank of Scotland business account?• Make a date to reconcile – match the frequency of your reconciliation with the amount of cheques you produce. If you issue cheques every day, you should reconcile regularly.
• Keep it separate – it’s a good idea for one person to write cheques, and another to reconcile cheques. Go back to the paperwork – verify all the cheques you’ve written against underlying paperwork, such as invoices. This helps to make sure the cheques have been raised for legitimate purposes.
• Audit your cheque stocks – to check for missing cheques and other anomalies.
• Be wary of late presentation – if a cheque hasn’t been presented after a reasonable time, you need to find out why. It’s also worth remembering that a missing cheque could have been stolen and paid into a fraudster’s account. At the same time, a cheque that is presented later than expected may have been ‘borrowed’ and the information taken for use in a future fraud.
• Stay safe – if a cheque is overdue for presentation, talk to the payee, check if it was received and put a stop on the cheque if you have to.Electronic payments can help streamline your reconciliation process. However, if you still need to issue a large number of cheques, there are reconciliation services which can reduce the burden on your business. Simply speak to your Relationship Manager.
How can I protect my Royal Bank business bank account from email scams?
Successful businesses and brands are an attractive target for fraudsters. Information about your organisation may be available to the general public (e.g. Companies House, internet sites, directory enquiries etc). It is therefore essential to make sure you know who you are dealing with at all times.
Fraudsters are targeting post, in particular invoices and cheques. Regular invoices between suppliers, contractors and other third parties are just as vulnerable as cheques. Look out for the following tell-tale signs:
• The fraudster may initially telephone a company and ask for a contact name who they can send the invoice to. A written request will be sent (this will appear in order and seemingly from a known supplier, contractor, etc) advising you that they have changed their bank account details used to receive regular payments.
• The request is usually on headed paper which appears authentic.
• The details for the Company Secretary, Finance Director or other officials, including their signature, will appear correct. This information has likely been copied from the company’s annual report and or web site.
• Email addresses used by the fraudsters are similar to the genuine suppliers, contractors and other third parties.
How you can protect your business
• Undertake an independent check with the company who is asking for their bank details to be changed, using a known contact telephone number and not the one on the letter.
• Initiate the same process as above for any new payments.
• Do not publish your bank account details on the internet (the site may get cloned and genuine customers may end up sending monies to the fraudsters’ account).
• Ensure that information is not disclosed to third parties who are not entitled to receive it or who cannot be suitably verified.
• Report suspected scams to Action Fraud.
• Report suspected fraud to us.
Can I help prevent fraud when using cheques on my business account?
When sending cheques
• Stick to the order – write cheques in serial number order. And make sure all cheques remain in the book, with none removed from the middle or back.
• Write clearly – write or print starting from the very left of the cheque. Use reasonably large writing or font size.
• Be specific – when you’re writing a cheque to a large organisation such as HM Revenue and Customs, never simply make the cheque payable to that organisation. Always add further details on the payee line, for example ‘HM Revenue and Customs re JJ Jones Acc Ref 1234567’.
• Remove dead space – draw a line through unused areas, including the ends of lines. This stops fraudsters adding extra information. And don’t leave large spaces between words.
• Be careful with the figure box – never put a space between the ‘£’ and the amount you write in the figures box. And always draw a line through any spaces you don’t use after the numbers.
• Avoid abbreviating the payee name.
When issuing cheques
• Be discreet – if you have to send a cheque by post, don’t give any clues on the envelope that could tell fraudsters what’s inside make sure that your envelope doesn’t advertise the contents.
• Be careful – the address on the envelope (for example, ‘HM Revenue and Customs’ can make it obvious there’s a cheque inside.
The risks of posting a cheque
• Financial loss to your company – where a customer is the drawer of a cheque which has not been altered and paid into an account other than that of the intended beneficiary (i.e. payee), there is no liability on the Bank to pay the cheque or reimburse the customer, as it has been issued in accordance to the mandate.
• Reputational risk to your company – the intended beneficiary may issue legal proceedings against your company for non payment.
• Avoid using window envelopes when posting cheques.
• Set up a BACs, Bankline or online payment to pay regular suppliers and Government bodies e.g. HMRC
• Consider sending high value cheques via secure mail.
Alternative payment methods
• Consider using internet banking or use a secure method of delivery, especially for high values.
What is 'phishing'? How could it affect my Royal Bank of Scotland business bank account?
Phishing (pronounced 'fishing') is a con trick used by fraudsters to get hold of your personal information.
Internet users are sometimes targeted through bogus emails by fraudsters claiming to be from their bank. These emails known as “phishing” emails will typically encourage customers to enter their security details on a fake website. The fraudsters would then try to use the captured security details to commit fraud.
Needless to say it is important that you never respond to these emails or provide any of your banking security details when requested in this way. Neither Royal Bank of Scotland nor any other bank would approach you by email for this information.
For more information on Phishing visit our Security Centre
What can I do to help prevent fraud when using the cheque book on my Royal Bank of Scotland business account?
• Keep only the stock you need, don’t order more cheque books than you need. Cheque designs and layouts change to combat fraudsters – if you have lots of older cheques, you won’t benefit.
• Be wary of undelivered cheque books – contact us to make sure we’ve sent them
• Watch out for missing cheques – flick through new cheque books to look for any cheques that have been stolen before they got to you.
• Stay secure – make a record of the new cheque books in your usual manner, and store all your cheques in a secure place.
• Keep them separate – always store cheques away from your bank mandate.
• Stop sneak thieves – don't leave cheques unattended in public areas.
• Audit your cheque books – regularly make sure that all unused cheques remain in the book. Double-check that none have been removed from the middle or towards the back.
If you have non-standard printed cheques
• Ask for guidance – want to customise your business cheques? All cheque designs need to have strict anti-fraud devices and other industry standards. We’re happy to give you the help you need.
• Keep it simple – only have essential information on your printed cheques. The more information that’s on the cheque, the easier you make it for fraudsters. For example, avoid labelling the signature area with designations such as ‘Director’ and ‘Secretary’. This could give potential fraudsters valuable information about your company’s signing requirements.
• Keep your secrets – never print signing instructions on the cheque, such as upper limits.
Where can I find my Card Security Code?
Your Card Security Code can be found on the signature strip on the back of your card. It will either be the only 3 digits on the signature strip or will be the last 3 digits on the right if there are more digits on the strip.
It is sometimes referred to as:
• CVC number
• CVV number
• CVC2 number
• CVV2 number
How do I protect my Royal Bank of Scotland business account and credit card when I am online?
You will automatically be covered from fraudulent transactions by Royal Bank of Scotland Secure when you shop online with any of our credit cards. Read our security FAQs for more details about how you can protect your account.
What do I do if I can't read the Card Security Code?
Phone us using one of the numbers listed on the right, and we will arrange for a replacement card to be issued to you.
What is a Card Security Code?
Your Card Security Code (CSC) - sometimes known as the Card Verification Code (CVC) - is the last three digits on the signature strip on the reverse of all Royal Bank of Scotland cards. It forms part of an additional verification service to help combat fraud where you're making a purchase by telephone or online. This information, together with the statement address details, may be checked during authorisation to confirm you have possession of the card itself.
Why is the supplier asking for the Card Security Code and statement address?
The Card Security Code and statement address provides the supplier with added information when deciding whether to accept your card as payment for the purchase when you are not present. If the Card Security Code and statement address do not match our records, the supplier may decline payment.
Do not quote your Card Security Code unless asked for by a supplier for a non face to face transaction. We may use the Card Security Code as part of the verification process when you contact us by telephone.
Can I change the Card Security Code?
No. The Card Security Code can't be changed. When you are issued with a new card you may have a different Card Security Code.
Is there a cut-off point to amend a credit card payment?
Scheduled payments can be amended up to 6.30pm (UK time) on the business day before the payment is due to be made.
If you have set up a scheduled payment at your branch it will not appear below. Contact your branch if you wish to amend or cancel these payments.
How much cash can I withdraw with my Royal Bank of Scotland credit card?
Subject to available credit, and if you have been authorised to withdraw cash by your business, you can withdraw up to £500 per card per day. Handling charges will apply. Up to £1000 per day per card is available with Corporate or Purchasing cards.
What protection do you offer Royal Bank of Scotland card holders against fraud on the internet?
Royal Bank of Scotland Secure provides added protection against the unauthorised use of a Royal Bank of Scotland card when making purchases on the internet at participating suppliers.
Registration is free. Simply use the link below and follow the instructions. If the supplier has signed up to the Royal Bank of Scotland Secure scheme, you will be asked for part of your password for each online transaction you make with that supplier. When purchasing online, the supplier may also ask for your security code.
How do I contact Royal Bank of Scotland about my credit card?
Business Card, Business Credit Card, BusinessOne and onecard customers can phone us using the relevant number listed on the right.
What information is included on my Royal Bank of Scotland card statement?
Statements will show the following information as a minimum: transaction date, name of supplier, transaction amount (including the foreign currency amount and exchange rate where applicable).
How do foreign transactions appear on my Royal Bank of Scotland credit card statements?
They appear on the statement in the transaction amount column as the converted sterling amount, including any charges. The foreign currency used as well as the amount of that currency and any handling charges is provided in the description column.
Exchange rates are determined by the bank at the prevailing rate on the date the amount is debited to your card account.
What if I don’t recognise something on my credit card statement?
Check to see if you have a copy of the Sales Voucher that the transaction relates to. If you can't find the Sales Voucher and still feel that the transaction wasn't approved by you, please phone the ID Theft helpline number listed on the right.
Can I view my Royal Bank of Scotland account and statement online?
Yes, account information and a copy of your statement can be viewed online by registering with CardsOnLine. If you have a Business Credit Card, BusinessOne Charge Card or a Company Card, you can register now.
Is interest charged every month on my Royal Bank of Scotland credit card?
If you are using one of our charge card accounts, for example Corporate, Purchasing or BusinessOne Charge Card the balance should be settled in full each month. If you do this, no interest will be charged to your account. If you miss your payment date a fee may be charged to your account, and interest will be charged on the overdue balance on a daily basis until the outstanding payment is cleared.
If you have a Business Credit Card or onecard, and choose the credit card facility, you may opt to pay the minimum payment or any amount between the minimum payment and the full balance.
How will I be billed on my Royal Bank of Scotland credit card?
Depending on your card product, there are two ways of billing your organisation:
• Centralised Billing – balances for all cardholders are detailed on a monthly summary statement. The balance is settled by your business with a single payment to Royal Bank of Scotland. Cardholder statements can be provided to your business and to the cardholders if required.
• Individual Billing – each cardholder receives their detailed monthly statement and is responsible for settling their own account balance.
Can my Royal Bank of Scotland Business Credit Card interest rate change over time?
Your interest rates will not change within the first 12 months of opening your account.
After the first 12 months, your rates may go up or down depending upon how you manage your account, along with other factors such as information provided by credit reference agencies.
For more information on credit card interest rate repricing, read this factsheet prepared by The UK Cards Association.
How can I pay my Royal Bank of Scotland business credit card bill?
We recommend payment by Direct Debit. However, for onecards, Business Cards, Company Cards, Corporate Cards, Purchasing Cards and Lodge Accounts, we also accept cheques and payment by telephone or online banking.
You can also pay using the bank giro payment section at the bottom of your statement at any bank. Some banks may charge for this service. Cash payments at banks other than Royal Bank of Scotland are not supported.
What happens if I miss the payment date for my Royal Bank of Scotland business credit card?
If you miss your payment date, we may charge a fee on your account, and interest will be charged on the overdue balance on a daily basis until the outstanding payment is cleared.
If you continue to miss payment dates your account may be suspended and legal action may be taken to recover the outstanding amount.
What do I do if I forget my Royal Bank of Scotland credit card PIN number?
Please phone us using the relevant number for your card listed on the right and we'll write to you with your PIN.
What happens if I enter the wrong PIN on my Royal Bank of Scotland credit card?
You have three attempts to enter your PIN correctly. If you enter the wrong PIN three times in a row, even if you go to three shops for each attempt, your card will be 'locked'.
If your card becomes 'locked' keep hold of it and contact us right away, using the relevant number listed on the right, and we will help you.
Can I change my PIN on my Royal Bank of Scotland credit card?
Yes. You can change your PIN to a number you find easier to remember by visiting any Royal Bank of Scotland, NatWest, Ulster Bank, Coutts, or Tesco Personal Finance branded cash machine in the UK.
Remember, if you do change your PIN, avoid numbers that may be possible for someone else to guess, such as your year of birth, four identical numbers or simple sequences like 1234.
Will I get a different PIN with my replacement Royal Bank of Scotland credit card?
If you've requested a replacement card because your old one was damaged, it will have the same PIN as your old card. Likewise, if your card is reissued because it expired, it will have the same PIN as before.
If your previous card was reported lost or stolen you will be issued with a new PIN. This should arrive about 3 days before your new card.
What do I do if I think that someone knows my PIN?
There is no increased risk of fraud while your card is still in your possession, but your should change your PIN at a Royal Bank of Scotland, NatWest, Tesco Personal Finance, Coutts or Ulster Bank ATM as soon as possible.
What do I do if my Royal Bank of Scotland business credit card is lost or stolen?
Call our Lost and stolen cards helpline straight away using the number listed on the right.
What should I do if a fraudster’s been using my business credit card?
Whether you are in the UK or abroad, call us straight away on the relevant number listed on the right. Also inform your card administrator if you have one.
We'll investigate the problem immediately and if we believe fraud may have occurred we'll cancel your existing card and arrange for a new one to be reissued to you as soon as possible.
If any unauthorised transactions appear on your account we'll suspend them while we investigate. Providing you haven't given permission for someone else to use your card, or been grossly negligent, you won't have to pay for transactions that you didn't make.
My Royal Bank of Scotland credit card is damaged, how do I get a replacement?
Contact us using the relevant number listed for your card on the right and we will arrange for a replacement card to be sent to you.
How long does it take to get a replacement Royal Bank of Scotland credit card?
It usually takes 7-10 days for your replacement card to arrive by post. A replacement card can be sent via courier in an emergency (a charge for the courier will apply).
How long before I can start using my Royal Bank of Scotland credit card account?
As soon as your cardholders have received their cards you will be able to start using your account. This will usually be around 10 working days after we process your application.
Will I receive training in the use of the service?
One of our engineers will meet with you to set up the service and provide training, in line with your specific needs.
I need to make a payment urgently, what can I do?
Before you can make a payment you need to set up a payee in Digital banking - the person or company the money will be paid to - you will require a Card-Reader and a card you can use with that reader to complete this process. If you have not ordered a Card-reader you need to do so by choosing 'Change settings' from the main menu. From the 'Manage Card-Reader' section select 'Order Card-Reader' and 'Go' then follow the on screen instructions.
In certain circumstances you may be able to arrange to add a new payee and make a payment by contacting telephone banking. Otherwise you will need to visit a branch. Remember to take some form of photographic identification such as your passport or driving licence.
How long does it take for a cheque to clear?
When you pay a cheque into your account we collect the payment from the bank of the person or business who wrote the cheque.
It usually takes three working days (including the day the cheque is paid in) for a cheque to be received at the other bank for payment. This is known as 'clearing a cheque'.
Cheques can be returned unpaid so you should allow at least four full working days before you use money from a cheque you've paid in. In some cases because cheques may still come back unpaid after this time it may take up to five working days for a cheque to clear and postal delays can extend this period further.
Cheques paid in at some financial institutions or agents (e.g. the Post Office) may take longer to arrive at the other bank for payment.
For further information please contact your local branch.
How long will it take for a Royal Bank Faster payment to go from one bank to another?
Single payments are transferred within 2 hours, and other payments including Standing Orders arrive on the same day provided that funds are available and the payments meet scheme rules.
Can I amend or cancel a Royal Bank of Scotland Faster Payment once it has been sent?
No, once a Faster Payment has been sent you cannot amend or cancel it.
Does the Royal Bank Faster payment service speed up direct debits?
No. Direct debits are not affected as they are not part of the Faster Payments Service.
Royal Bank of Scotland's PayAway-IP Direct service compatible with all known accounting packages?
The service is compatible with most accounting packages. To ensure compatibility with your accounting package a sample file will be required for testing.
How will training for Royal Bank's PayAway-IP Direct service be undertaken if I have multiple sites?
All customers will receive a visit from one of our engineers who will set up the service to meet your specific needs and provide full training. Training schedules and any associated cost provided to you in advance.
How will software updates be made to Royal Bank of Scotland's PayAway-IP Direct service?
One of the benefits of PayAway-Ip Direct means that all software updates will take place centrally on the hosted system with minimal or no impact to the end user.
Can the software for Royal Bank's PayAway-IP Direct service be used overseas?
The PayAway-IP Direct service can be accessed securely from any location with internet access. All processes that do not require a smartcard can be performed via the internet using the correct URL, user name and password. Signing users submitting files to Bacs or downloading Bacs reports using smartcard will need to submit from designated PCs/laptops with the required smartcard reader configuration.
Do all users require smartcards and readers for Royal Bank's PayAway-IP Direct service?
Only users who are submitting files to Bacs or downloading Bacs reports will require smartcards and readers, these users are known as 'signing users'. Smartcards and readers are subject to an additional charge to PayAway-IP Direct set up costs.
Are the smartcard readers for Royal Bank's PayAway-IP Direct service USB based?
Yes. Smartcard readers are connected to the PC via a USB port.
What reports are available from Royal Bank of Scotland's PayAway-IP Direct service?
All standard Bacs reports are available from PayAway-IP Direct. These reports are formatted in HTML, XML and can be converted to CSV within the PayAway-IP Direct service. All reports are held for up to 15 months.
What identification and documentation do you need to see when I open an account?
When you open a new account with us, we are required by law to ask you to prove who you are and where you live. You can see a full list of the details of the identification and documentation we need here.
I run a club, non-profit organisation or charity. What bank accounts does Royal Bank have that are suitable for these types of organisation?
Our Treasurer's Account is designed to give clubs, charities, societies and other non-profit organisations instant access to their funds. If your organisation's annual turnover is less than £100,000, we don’t charge for deposits or withdrawals. Other charges are applied monthly or quarterly.
How do I view a Certificate of Interest or Tax Certificate for my account?
You can view a Certificate of Interest or Tax Certificate for your accounts within the 'Statements' section of Digital Banking.
Please login to your service and select 'Statements' from the main menu.
• Within the 'Bank account statements' section select 'View bank statements (including annual summaries)'.
• Then select your account and follow the instructions.
How much does it cost to order a duplicate statement?
Digital Banking customers who use our online paperless statements service get the additional benefit of three months worth of paper statements (two sets per 12-month period) free of charge if required for evidence of identity or income.
To order simply logon to Digital Banking and select 'Statements' from the left hand menu and then follow the instructions.
• In the Bank account statements section select 'View transactions' from the drop-down menu and click 'Go'
• Select the account and Period and click 'View transactions'
• Select 'Order a Paper Copy' and follow the instructions
These paper statements will be sent to you in the post and should arrive 3-4 working days after we have received your request.
If you are not an online paperless customer, copies of statements can also be ordered by calling Telephone Banking - these cost £5 per request
What is a Paid Referral Fee?
A Paid Referral Fee will be payable if you went over your overdraft limit by making a withdrawal or payment. You'll have been charged the fee for each day we had to provide funds. For example if you have a Direct Debit that takes you over your agreed overdraft limit you will be charged every time we make the payment for you.
£30 per day (the total fee for a monthly charging period is capped at £120 whilst the cap for quarterly charging period is £360).
What is an Unpaid Item Fee?
An Unpaid Item Fee is charged for each item we returned unpaid. An item (e.g. a Direct Debit) would be returned if the payment could not be met from funds in your account or any unused arranged overdraft facility and we decided at our discretion not to make the payment.
£35 per Unpaid Item (subject to a maximum of £140 per day).
If I switch off paper statements how will I be notified of charges?
We will notify you by email when your statement and/or pre-advice of interest and charges are available for you to view online.
To view your pre-advice of interest and charges log in to Digital Banking and select 'Statements' from the main menu. In the 'Bank account statements' section select 'Pre-advice of interest/charges'.
How are all my Royal Bank of Scotland charges broken down?
Each month we will send you a breakdown of all your charges, along with your regular statement, so you can see exactly how much your business banking costs. You can see a full list of our charges here:
Download our standard business banking tariff for Scotland (PDF, 428kb)
Download our standard business banking tariff for England and Wales (PDF, 428kb)
Want to switch to online statements? Log on to Digital banking for Royal Bank of Scotland, click on the 'Statements' link and select 'Start or stop receiving bank statements by post
Where can I find the latest business banking credit interest rates?
ou can view our latest business banking credit interest rates here
Where can I see the latest business banking terms and conditions?
You can view the latest Business banking terms and conditions here (PDF, 420Kb).
Why are you selling this part of your business?
After Royal Bank of Scotland received financial support from the UK Government ("state aid") in 2009, we committed to the European Commission that we’d sell a number of our branches. That agreement gave us a great opportunity to create a new bank, to be called Williams & Glyn, and bring more competition to the UK banking market.
Broadly, the new bank will be made up of:
• Royal Bank branches in England and Wales
• NatWest branches in Scotland
• Personal and Private Banking customer accounts attached to these branches
• Certain Business and Commercial accounts attached to these branches
• The Royal Bank of Scotland and NatWest Direct banking division
• Certain mid-corporate customers across the UK
For more information on the sale or how you can get involved in the creation of Williams & Glyn, please visit www.rbs.co.uk/williamsandglyn
How do I find my nearest Royal Bank of Scotland branch?
You can use our Branch Locator to find a branch near you.
How do I contact Royal Bank of Scotland?
What types of business can sign up for Online Banking?
Sole traders, limited companies, partnerships and limited liability partnerships (LLPs) can sign up for Online Banking. Trusts are not able to register for this service. Find out more about Online banking.
How do I sign up for Digital Banking?
If you're a new customer, you will automatically be registered for Digital Banking when you open an account. If you're an existing customer, you can apply for Digital Banking here. You will automatically be registered for telephone banking at the same time.
If you’re already one of our customers, we just need your account number and your branch sort code. We'll give you a customer number. Keep this safe as you'll need it every time you log in. You'll also receive an activation code in the post within seven days. It's sent by post to protect your security. You will need to use this code to complete the Digital banking registration process.
If you would like help to complete your application form, call us on 08457 121 121 (Minicom 0800 404 6160). For 084/087 numbers, max call charge from a BT landline is 13.1p plus up to 7.95p per minute. Business rates and calls from other networks may vary. Calls may be recorded.
What does my computer need to have to run Digital Banking?
Digital Banking is designed to work with most Macs and PCs, as well as many portable devices such as iPhones.
We've included the full details of our system requirements below.
If you use a PC you need the following:
• Operating system
• Microsoft® Windows 2000 or later including XP Vista and Windows 7
• Microsoft Internet Explorer version 7 and 8
• AOL 8.0, AOL 9.0, AOL 9.1 and AOL 10.1
• Firefox 3.0 to 3.6
• Opera 9.2x, Opera 9.5, Opera 9.6 and Opera 10.0
• Safari 3.x to Safari 4.x
• Google Chrome 3.0, 4.0, 4.1 and 5.0
If you use a Mac you need the following:
• Operating system OS X 10.4 or later
• Safari 3.x to 4.x Firefox 3.0 to 3.6,
• Opera 9.2x, Opera 9.5, Opera 9.6, Opera 10
• Google Chrome 5.0
If I want to enrol for Digital Banking by post, where should I send the form?
Please send your completed form to:
Royal Bank of Scotland Digital banking
FREEPOST Licence No: RSSC-KJZK-ZGZY
CHATHAM ME4 4RT (no stamp required).
What can I do in Digital Banking?
Once you’ve set up Digital Banking for your business, you can pay bills, manage your accounts, and take control of your finances.
Digital banking lets you do all the following:
• Check your balances and view statements online in real-time to keep track of all the transactions on your business bank accounts
• Make immediate transfers between your accounts
• Make payments to suppliers
• Set up regular payments such as salaries
• Order chequebooks, statements and paying-in books
• Download your account information into management programs and spreadsheets to help plan your finances
• Search for specific transactions
• View six months' banking at a glance
We give you access to free security tools to help protect your identity and account details online, including our Card-Reader and Rapport Security software.
We offer 24-hour, UK-based telephone support for our Digital banking service.
I have just signed up for Digital Banking. What happens next?
We will send your customer number and activation code in the post. For security, you will receive two separate letters. Follow the instructions in the letters, then go to the Royal Bank of Scotland website – www.RBS.co.uk – and click on the Digital Banking icon in the top right-hand corner. Follow the on-screen instructions to activate your Digital Banking.
Once I’ve signed up, how long do I have to activate Royal Bank of Scotland Digital Banking?
Once you have received your customer number and activation code, you have 45 days to activate the service via the Royal Bank of Scotland website. Click on Digital Banking in the top right-hand corner of the website, enter your customer number, then follow the online prompts to complete the process.
If your activation code has expired or been lost, or if you have lost or forgotten your customer number, simply click on the link 'Forgotten any of your log in details?' on the Digital Banking log in page and follow the online prompts.
My Royal Bank Digital Banking no longer works? How do I re-activate it?
If you need to re-activate your Digital Banking, simply click on the link 'Forgotten any of your log in details?' on the Digital Banking log in page and follow the online prompts.
What is Royal Bank of Scotland Web Chat?
Web chat is our free online help service, which lets you interact with one of our business team by typing in your questions online. You can ask us about using our website, how to complete application forms or understanding our accounts and services.
One of our team will respond to your query in real-time and try to answer your queries.
The service is available from 10am to 8pm, Monday to Thursday (excluding bank holidays); 10am to 6pm on Friday, and 10am to 2pm on Saturday. You’ll see a prompt on screen when someone is available to chat to you.
Please do not provide personal information or bank details, such as your address, PIN number, password, or account details in a Web chat session. We will ask for your name and we may ask for your phone number.
Our Web chat service is secure. Remember to look for the https prefix in the website address and the yellow padlock symbol in the Web chat window.
When is the Royal Bank Web Chat service available?
You can chat online with one of our business team from 10am to 8pm, Monday to Thursday (excluding bank holidays); 10am to 6pm on Friday, and 10am to 2pm on Saturday. You’ll see a prompt on screen when someone is available to chat to you.
Please do not provide personal information or bank details, such as your address, PIN number, password, or account details in a Web chat session. We will ask for your name and we may ask for your phone number. You will always see the secure website address and yellow padlock symbol in a genuine Web chat session with one of our business team.
How much does the Royal Bank of Scotland Web Chat service cost?
Our Web chat service is free. We want to make banking easy for you, and Web chat aims to offer you the help you need, when you need it. Just start a chat and type in your question when the prompt tells you that someone is available.
What is a Card-Reader?
A Card-Reader is a security device which looks a lot like a small hand-held calculator. It's battery-powered and you don't need to attach it to your computer. It works by simply reading the security chip on your card.
The reader doesn't hold any information about you or your passwords.
You will use your card and Card-Reader to authorise certain transactions when using Digital Banking.
How do I activate my Royal Bank Card-Reader for the first time?
First, you need to pull out the plastic tab that protects the batteries. Then log in to Online banking, and select 'Enable Card-Reader' under the 'Change Settings' option on the left-side menu.
Why do I need a Card-Reader with my Royal Bank of Scotland business account?
A Card-Reader acts as an extra layer of security to your Online banking transactions on top of your PIN and password. It also lets you perform additional tasks online, such as set up or amend standing orders, or change the PIN or password you use for Online banking, or the mobile phone details we hold for you. You don't need to use your Card-Reader to log in to Online banking, check your balance, and view statements.
How do I set up my Card-Reader for Online banking?
It's easy to activate your Card-Reader for the first time. Simply pull out the plastic tabs that protect the battery and log in to Online banking as normal. Select 'Change Settings' in the left-hand menu, then 'Enable Card-Reader'. You will need to have the debit card for that business account handy.
You can read our handy guide to Using your Card-Reader.
How do I order a Card-Reader?
If you have not yet ordered a Card-Reader or your Card-Reader is lost, damaged or out of battery power you can order a new one online.
To order a Card-Reader:
Access your Digital Banking service.
Select 'Change Settings' from the menu.
In the 'Manage Card-Reader' section select 'Order Card-Reader' from the drop down menu.
Select a reason from the drop down menu.
Please allow 15 working days for your Card-Reader to arrive.
If you do not have a Debit card for your account we will send you a Digital Banking card and PIN for use with the Card-Reader please allow up to 15 working days for these to arrive.
If you have ordered a Card-Reader that has not yet arrived and you need to make a payment urgently please call Telephone banking or visit your local branch to arrange a payment.
Where can I use my Royal Bank Card-Reader?
How do I change the batteries on my Royal Bank of Scotland Card-Reader?
Simply remove the battery compartment using a pen, take out the old batteries and insert two new CR2032 batteries into your Card-Reader.
What is a Royal Bank of Scotland Business Alert?
Our free Business Alerts service sends useful updates to your mobile phone or email address about activity on your bank account(s). By keeping track of your account balance, payments, interest, and changes to your details we can help you minimise, or avoid fees, and protect your account.
You need to be registered for Digital Banking to receive text and email Alerts.
You can find more detailed help when you log in to Digital Banking.
How do I register for Royal Bank of Scotland Business Alerts?
The easiest way to register and manage your Alerts preferences is via Digital Banking and going to Alerts in the left-hand menu. As long as we have your email and mobile phone details you can choose the Alerts you want to receive.
You can find more detailed help when you log in to Digital Banking
Do I pay to receive Royal Bank of Scotland Business Alerts? What are the charges for the Alerts service?
Our Alerts service is free in the UK. You'll only be charged your standard SMS text rate when you use the Balance On-demand Alert for sending us a text to request your balance status.
You can find more detailed help when you log in to Digital Banking.
How can Act Now Business Alerts help me keep track of my finances?
Act Now Alerts can help you minimise, or even avoid, fees for unarranged overdrafts and returned items.
They remind you when you need to credit your account with cleared funds to cover all your payments and/or to bring your account back into credit. This includes within any arranged overdraft limit.
You can find more detailed help when you log in to Digital Banking.
When do you send Act Now Business Alerts?
We send Act Now alerts from 8am on Monday to Friday (excluding bank holidays), to give you an opportunity to pay cleared funds into your business account.
How do I know a Royal Bank Business Alert is genuine?
We will never request any personal information or account details by email or by text. Alerts from us will never ask you:
for any security details
to call a number
to click on a link.
You can find more detailed help when you log in to Digital Banking.
What should I do if I receive an Activity Alert and I don’t recognise the transaction?
If you have received a Business Alert and you don’t recognise the transaction or the activity on your account please call us immediately or visit your local branch.
What happens if a Balance Alert is not delivered?
If a Balance Alert is returned undelivered we will try to resend it but we will not be responsible if the service is unavailable at any time or you are not sent or do not receive an Alert.
What happens if an Activity Alert is not delivered?
If an Activity Alert is returned undelivered we will try to resend it but we will not be responsible if the service is unavailable at any time or you are not sent or do not receive an Activity Alert.
They may also be delayed or not received due to factors affecting your mobile phone network service provider or other events outside our control.
What happens if an Act Now Alert is not delivered?
If an Act Now Alert is returned undelivered we will try to resend it but we cannot guarantee that you'll definitely receive it in sufficient time for you to deposit cleared funds to minimise or avoid fees on that day.
We will try to send your alerts, but will not be responsible if the service is unavailable at any time or you are not sent or do not receive an Act Now Alert.
Can I receive Business Alerts abroad?
If you are receiving or sending mobile text messages while outside the UK, network overseas charges may apply. You should check with your network operator for details.
How can I update my Alert settings?
You can update your Alert settings through Digital banking, in branch or by calling us.
Can you rely on Act Now Alerts to avoid fees for unarranged overdrafts and returned items?
You cannot rely upon Act Now Alerts to avoid all unarranged overdraft fees. They're just one of the methods we offer you to help you keep track of your account, and it's always important that you check your balance regularly to avoid going overdrawn by mistake.
What should I know before I start to use the BusinessAlerts Service?
Please read the important information on the Alerts Service.
How do I change the day or time my weekly Royal Bank of Scotland balance updates are sent?
Unfortunately you are currently unable to amend your weekly balance alerts settings. To stop these alerts text 'Stop' to 82628.
How can I update my mobile number that I receive Alerts on?
If you need to update the mobile number or email address, you receive Alerts on you can do this by updating your details through Digital Banking.
I have two mobile phones. Can I register to receive Royal Bank of Scotland SMS Alerts on both?
Sorry. For security reasons you can only register one UK mobile number to receive Business Alerts for each individual account holder. You can find more detailed help when you log in to Digital Banking.
Can you review my business and banking needs?
Our Business Review offers an one-one-one assessment of your plans, goals and business performance to understand whether the banking products and services you use today still meet your business needs.
Call us on 0800 096 1958 (Minicom 0800 400 005), or speak to your Relationship Manager to set up a free review today. You can also set up an appointment in one of our branches.
How can a Royal Bank of Scotland Business Review help me?
Our Business Review is an opportunity for you and your Relationship Manager to consider how your business banking arrangements are working and whether they're appropriate for your needs in the future.
Just call your Relationship Manager and arrange an appointment today. You can also arrange an appointment in one of our branches.
How do I book a Business Review at Royal Bank of Scotland?
Just call your Relationship Manager if you're an exisiting customer or call us on 0800 096 1958 (Minicom 0800 400 005) to request an appointment. You can also arrange an appointment in one of our branches.
How can a Royal Bank Online Business Review help me?
Our Online Business Review allows you to assess the health of your business by reviewing six key business areas, ranging from managing your cashflow, though to understanding your suppliers and managing risk. Each area should take no longer than 5 minutes to complete.
After your review, you can download our free report which highlights opportunities and key challenges facing your business and provides practical guidance on how your business can address these. Start your Online Business Review now
Can Royal Bank of Scotland help me find a local accountant or bookkeeper?
If you don't know any other business people who can recommend an accountant or bookkeeper, a good place to start looking is your local Chamber of Commerce, the Institute of Chartered Accountants for your region, or the Trade Association Forum website.
Does Royal Bank offer any free business planning support ?
Yes we do. You can create a complete business plan using our online Business Planner can help you create an easy-to-use, professional business plans for free.
It is the weekend, why do I have less money than I should have?
If you find that you have less money available to you over the weekend or on a bank holiday than you expect, it may be because our systems currently take account of payments due to leave your account on the following business day, usually a Monday. This might be for example a direct debit or standing order (but does not include outstanding debit card transactions).
This should not be happening as the funds remain yours until the payment is due, and we are changing our processes to stop this from happening in the future. Until we have made the necessary changes, please call us on 03456 002230 or visit a branch if you need access to any funds that have been debited for this reason. This service is available on Saturdays in branch during normal opening hours and over the phone up to 5pm. We will be extending our phone service to make it available across the full weekend shortly.
But please note that, subject of course to any overdraft facility you have previously agreed with us, you will need to make sure you have paid funds into your account by 2.30pm on the day your regular payment is due. This will ensure all your payments due are paid, and you avoid any unnecessary charges.
To help explain here's an example:
If you have £1,000 in your account on a Friday and a direct debit for your mortgage payment of £750 is due to come out of your account on the Monday, then at the end of Friday your available balance, that is the money you can get access to, will say £250 rather than £1,000. The mortgage payment will also show on your mini statement online with Monday's date.
How do I change or add a signatory on my Royal Bank of Scotland business account?
To amend or add new signatories to your business account, you need to talk to a Relationship Manager or go to one of our branches. You will need a photographic form of identification, such as a passport or driver's licence, plus proof of your address, such as a recent utilities bill or bank statement. For security reasons, it's not possible to change or add signatories online.
How do I change the email details for my Royal Bank business account?
If you are set up for Digital Banking you can amend your email details online. Just go to Account Admin in the left-hand menu, then select Amend Personal Details. You will need your Card Reader handy to do this.
You can find more detailed help when you log in to Digital Banking.
Log in to Digital Banking
Sign up for Digital Banking
How do I change the phone details (landline) that Royal Bank of Scotland has for my business?
To tell us about your new business phone number (landline), please call us on 0345 6002230 (Minicom 0800 404 6160). Calls may be recorded. You can also update your details at any Royal Bank of Scotland branch – but remember to take some form of photographic identification, such as your passport or driving licence.
For security reasons, it's not currently possible to do this online.
How do I change the mobile phone details that Royal Bank has for my business?
If you are set up for Digital Banking you can amend your mobile phone number online. Just go to Account Admin in the left-hand menu, then select Amend Personal Details. You will need your Card Reader handy to do this.
You can find more detailed help when you log in to Digital Banking.
How do I order a new cheque book for my Royal Bank of Scotland business account?
We will automatically send you a new cheque book when you start to run out of cheques. Otherwise, the quickest way to order a new cheque book is via Digital Banking. Go to Account Admin in the left-hand menu. There you can order cheque books and paying in books.
Alternatively, you can order a new cheque book over the phone by calling us on 0345 6002230 (Minicom 0800 404 6160) or at one of our branches. Calls may be recorded.
Looking for an easier way to manage your payments? You can use our Digital Banking and Faster Payments services to set up and manage regular payments and bills.
How long before I can start using my Royal Bank business account?
You can start using your business account one working day after we have processed your application. The debit card you use for your business should arrive within four to five working days of your application.
What do I do if the business account holder has died?
If you are a sole trader, you can call our specialist Estates Team on 0845 303 6400 (Typetalk 1800 0845 303 6400) or +44 1204 678001 (if dialling from outside the UK). Lines are open 8am to 6pm. Monday to Friday. For 084/087 numbers, max call charge from a BT landline is 13.1p plus up to 7.95p per minute. Business rates and calls from other networks may vary. Calls may be recorded.
You can also notify us by visiting your local branch. If you would like any further information visit our Royal Bank of Scotland Bereavement Guide.
For limited companies, partnerships and limited liability partnerships (LLPs), please contact your Relationship Manager. These accounts cannot be closed over the phone.