The Royal Bank of Scotland Group plc Reviews 

I urge all rbs customers to switch! They should not be rewarded for their terrible service. It is impossible to get assistance on line or by telephone. After 45 years with this bank I am switching today.
If we do nothing, nothing changes!

Absolutely rubbish, not able to contact customer services, no numbers available to call and Cora is useless. How is anyone suppose to get help from this bank?

Customer service support - non existent. I have tried so many times over the last week to speak with someone to no avail. I have been on the app chat to be told I am in a queue and waiting time is 67 minutes, then it said 137 minutes. It has now timed me out completely and I am using the whatsapp chat - this one says the wait time is 272 minutes - I can use Cora though with no relatable options! So So Bad

terrible bank - blocked card so many times - unable to pay in basic amounts of money due to possible fraud?? yet could get my family to transfer money of the same amount anytime - customer service is awful also - account closed and i have moved to another bank

I’ve banked with RBS for fifty years; over that time they’ve been great. Over recent years they’ve stopped so many scammers from helping themselves to my account! RBS are amazing!

Locked out of App after two months still unable to resolve the issue, Latest debacle involved their WhatsApp service totally useless, not the advisors problem the systems set up by the bank,waited for activation code code then not accepted, told to re register and re apply for a code beyond useless

The service I have received at the Giffnock branch has been exceptional every time I’ve been in. Having moved back recently from my overseas, every staff member I’ve dealt with has been excellent in helping me and various family members locate old accounts, transfer bills, etc, etc.

I’m so sad to learn that this branch is closing as it is rare to get this kind of personalized care. The staff were friendly, professional and very helpful. This was the gold standard of customer care that every business should aspire to.

Very slow on processing transactions & prone to system errors. Need to up their game.

My gut-dislike of RBS took real flight in autumn last year...(no exact date can be included as it was a "process" of weeks......and my problem today (7 July 2026) is a shorthand version of that. Less than one star is deserved. I live in France and have had an account with RBS for years, including when working/living in Uk/in EU. My local bank in Glasgow receives my part pension money regularly. When my card was lost last autumn, I tried to contact my local bank which has a telephone number attached to its website but got no reply...not even the sound of it ringing. I discovered after tortuous attempts to get help with Cora (what an absurdity as she is only programmed to very particular responses and when met with any complication simply repeats what she has already said, ...or, if lucky, one is directed to a human being....which results in....nothing). There were many helpful people on the line offering suggestions and agreeing with my own common sense suggestion, .....and promises made...then utter silence....In between times I received 3/4 cards which had to be annulled as they took so long to arrive it appeared they had been lost in the post. Eventually a card appeared. I then wrote to various RBS directors of my troubles, including the roundabout exchanges with Cora and the total lack of any contact with my local branch. If I had been able to contact my branch, none of this would have ensued....would have been resolved very quickly. I got a letter back from some PA who apologised and then wanted me to write again!!! It was all incredibly stressful.
I have now received a cheque in Sterling from the Inland Revenue and cannot contact my bank to ask for advice as to how to cash it....I already know that I can only cash it in France if I pay some fees...I can send my sister, who has difficulty walking, to ask permission of my local bank and then she can bring the cheque along later...or (the preferable and simplest, yet most hazardous route) I can post it to my bank...recommended of course. Stupidly I have just tried to phone to ask about this and to alert them...but, again, no ringing, no answer, not even an answering recording....Last time I was in Glasgow I went to both the Co-op Bank and Nationwide (both ethical banks...and very nice people)....but I am not allowed to switch my account as I live in the EU (foreign soil). I cannot blame RBS for this, of course....but I feel like a client hostage with RBS. Trapped by faceless directors and primitive AI...and a local bank which is not allowed to talk to me directly on the phone. My only alternative is to get an online account...which would mean I may be stuck with Cora-type banking for the rest of my life!! If A1 is to take over simple face to face contact then it must be at least as efficient as the human element.....and a local bak, which is still officially open, should be permitted to take the phone in an emergency...

I've had a NatWest account since 1985, and we have had a joint account linked to our mortgage since 2001.

The terms of the mortgage-linked account are that it closes when the mortgage term finishes - OK, fine.

They write to remind me of this, but there is no offer or even information provided about other accounts or assistance to switch. Just "we're closing your account on this date".

When banks are regularly offering cash incentives to switch, it tells you a lot about the "quality" of thinking at RBS now that they would not lift a (no cost) finger to retain long-standing customers (accounts always in good standing, btw).

The complaint response was then completely patronising, condescending rubbish. Telling me that I needed to read the terms of the account (I had never said that they shouldn't close it, I'm one of those annoying people who does actually read the terms).

They went on to say that because they are the mortgage team, they can't do anything about current accounts. Presumably, RBS puts all its teams in little isolation tanks so it doesn't get too complicated for them.

Strange, then, that they could close down the original account-servicing website and move me, without asking, to the main RBS banking website and app.

Whilst expressing their heartfelt sadness at not being able to do anything for me, they helpfully suggest that I might wish to consider opening a bank account somewhere.

Lost bank card try to report it on app app locks me out and have to phone but when phone they say you can do anything through the phone need to go to a branch when they have shut down all branches close to me I don’t drive it is two busses and a train to closest branch and I have two younger children not well so I am not able to do this so now bills won’t be paid on time and customer service are no help what so ever and rude will be closing my account and not returning

Just a review to say that I think the RBS bank I have been with is 1 of the worst banks I have ever been with .they lie to you saying they have send emails and haven’t there staff are rude and not trained properly at all they all tell you different information .i had a dispute with them they gave me a bank holiday weekend to gather information and I was away by the Tue morn at 7.30 am they could not wait to tell me they were closing my dispute when they only send me the email late Friday a disgrace of a bank needless to say I will be definitely leaving them.

Disgraceful and utter rubbish dispute team for RBS credit card

I have been asking the dispute team to confirm something for me for the past almost 3 weeks which was urgent. I am still waiting and utter contradiction information between customer service and dispute team is unbelievably pathetic. The dispute team needs a total reset. They have been misinforming me for something that I need for court and they don’t care what false information they offer

I have been with this bank when it was known as William's and Glyns, and what a useless shadow of its former self it is now, trying to speak with a person who can give help and advice! Well just don't bother, the app is inadequate.

I recently applied to switch to a current account with Royal Bank of Scotland and found the experience extremely frustrating and, at times, quite distressing.

The identity verification process, which appears to be powered by a third-party provider (Mitek), repeatedly failed with messages saying my face was “too blurry,” despite trying multiple times in different lighting and environments over several days. When systems fail like this repeatedly, it can make a genuine applicant feel as though they are being treated with suspicion.

Eventually, the system marked the verification as successful. However, the application still did not proceed properly, and I received no clear explanation as to why.

What made this worse is that the system flags risk, but the bank decides what to do with that flag. At no point did anyone from the bank reach out to offer assistance or check if I was having difficulties. The entire process felt fully automated, with no human support at all.

I also submitted highly sensitive personal documents, including my passport and driving licence, along with completing a liveness check. While these were accepted, I have received no information about how this data is stored, how long it will be retained, or whether it will be securely deleted following the unsuccessful application. This lack of transparency regarding personal data is concerning. I want all the ID's removed asap

I attempted through several emails to contact the bank during the process, but did not receive any meaningful response.

Having now seen the experiences of many other customers, I can only say I am genuinely relieved that my application did not go through. What initially felt like a frustrating experience now feels like a fortunate escape. If this is the standard of service, then I am glad I did not switch.

Wow! Just been told my insurance policy is no good! All that money for nothing! They advisor said as it its a war we are left ro fend for ourselves. No war has been declared, its america doing there usual smoke screen to cover things! Well done RBS utter useless c@nts

The Royal Bank are favouring new customers whilst ripping off existing loyal customers.
Their website currently lists 7 different credit cards, one of which is simply called the "Royal Bank Credit Card".
It lists the benefits of no annual fee and no foreign currency transaction fees.
I have the same "Royal Bank Credit Card" which I have had since 2006 and have to pay foreign currency transaction fees, and in fact had to pay a total of £108.36 of these fees last year.
When I queried why I was being charged these fees when it was exactly the same card, I was told that mine's was a "legacy" card and therefore had to pay the fees.
In other words, if you're a new customer with no history of ever having banked with RBS you can benefit from no currency fees, but if you'e a loyal customer (I've had a current account with RBS for 46 years), you're not eligible and they can gladly rip you off.
I asked if I could switch from my "Royal Bank Credit Card" which charges these fees to the "Royal Bank Credit Card" which doesn't charge them, and was told it was simply not possible.
Strangely enough, they have not informed their existing credit card holders about this.
My circumstances recently changed and I have retired with a small company pension but most of my income comes from interest earned from bonds and ISAs which RBS says doesn't count as regular income, and have therefore told me that I'm not eligible for the latest "Royal Bank Credit Card", a credit card that I basically have already had for 20 years and pay off in full every month!

No surprise at all that RBS has such a dismal reputation. I am a vulnerable customer and, in response to my problem, they sent me a generic - and misleading and incorrect - email. When I complained to their CEO about this, their response was equally incorrect. They obviously hadn't bothered to read my email. And not for the first time. They seem to take some kind of perverse pleasure in upsetting their vulnerable customers.

My account had a suspicious withdrawal on it so I froze my card and was told that ine would be ordered for me. That was 2 weeks ago. I called today and got some new start that can't explain what was going on with my account. Mmm very professional. This so called bank is a complete joke and I do not trust them. Please save yourself a headache and stay away

After 24 years with RBS my account was closed, no reason given as I was told they don’t need to give a reason, account closed on 11th by text within 30 seconds digital banking disabled, card not usable for apple pay, everything I had set up to my account, every direct debit all contacting me for new payment method all after a text message, funds went into the account instantly the 18th but I can’t access so it’s a id check and a 60 day wait for the remaining funds, staff at the nearest branch were uneasy dealing with me, all in all after 24 years I realised they are perhaps the worst bank around, nothing straightforward all to keep hold of your money longer than they should, absolute disgrace of a bank in every aspect including Cora the dumbest bot there has ever been which sums up RBS perfectly, incompetent, uncaring, deceitful in every regard I was initially told the money would be returned within 14 days and reissued to my new account, an hour later I was informed that the payment had been encashed, back to rbs I went as this wasn’t supposed to happen, shocking in every aspect, I can’t warn people enough stay away from this bank they are terrible in every single aspect. Find an alternative to banking keep away from Rob Bemuse Steal (RBS), -100 stars