Royal Bank of Scotland Business Reviews 925

Trying to report a fraud (after debit card being stolen)to this organisation is a joke. After filling in online form you need to contact them within 24 hours otherwise they assume you do not want to continue with your claim. Well good luck getting through on the fraud phone line . I’ve given up

Very poor customer service. Takes hours to get a response. The online chat is particularly frustrating.
A simple task such as ordering a cheque book can take up a whole working day.
On another high street bank it’s just a click on their app.
RBS seems to be a real dinosaur of an organisation.

I have just got off the phone from Annila. I have to Say the pleasantness and patience she showed were wonderful.
She was very helpful

An absolute travesty of an organisation, unable to complete even a simple transaction. My partner and I have both had cause to raise complaints in the course of the same day, about two different things, which has to be some kind of record. In common with many others here, we will be ceasing any involvement with this utterly inept bank.

I will be closing my account due to the service received from Natwest Southend branch only place I can go to get money as there are no more RBS branches.
Utterly fed up with them.
Ordered cash, went to pick it up and refused despite having same paperwork used for a previous withdrawal.

I have had horrible service and let down so bad by Pam sulovent coudtomer experience manager I just feel not valued not worthy I have ptsd trauma it’s causing me to be really down

I had a fraudulent transaction on my debit card and tried to report it, I tried the app and online banking but ended up going round in circles, kept trying to report a fraud as per onscreen instructions but kept coming back to same screens, this is disgusting for a high profile bank, I even managed to speak to some one called DAVE but sounded foreign? who said have you tried the online banking app.....YES!!! so he said "I'll connect you to someone who can help you and surprise surprise I got disconnected. ASOLUTELY USELESS!! and just as big a scammer as the one who screwed me for £39.99 ( yes it was ALLGAMER.PRO ) RBS don't mind selling you loans, insurance etc. but when it comes to helping you after being fleeced it's turn the other way. After I clear my dealings with them I will change bankers....

14/12/25 update.
No response whatsoever, not even an acknowledgement to this post, disgusting.

Been with them 20: years abd asked for an extra 2k on overdraft.. The guy on phone ( Mohamed) made me feel.like a was begging..... This bank has lost the plot ! The only good thing about it is the girls behind the counter (Kilmarnock) I used to have a manager in the branch who knew my business well enough to lend me money or give overdraft. If i could give zero stars i would

I have been with RBS all my life I am now in the process of moving all my accounts elsewhere.
Had Fraud on mu account this bank was shockingly useless. Little support or help recovering the 600 loss as they don't work with that merchant. That sounds like a familiar line they peddle. Little or no support with providing the docs required so i can chase loss with company fraud was actioned though

Absolute garbage of a bank. Did not inform me adequately of an ongoing fraud dispute (I had paid but not recieved Taylor Swift tickets from an unreputable online ticket company). I even chased up what the bank wanted from me in this case for a resolution... nothing (i also sent emails to the ticket company asking continously were my tickets were...again, nothing), just radio silence. Then one day £600 is taken out of bank to pay for the tickets I never received?? Bank says that they contacted me via email... they didn't. The one they had sent tk me I responded to, asking what were the next steps and what I needed to do going forward. I did not receive any letters or phone calls.. just an email that they claim may have fallen into my junk mail. Yet when I then wanted to move my savings from my account to another bank straight after.. I was immediately contacted via phone while my money was frozen. Seems the process only works the way they want it to work. Very poor lines of communication. Really don't trust this bank anymore.

I cannot fault the ladies I have spoken to over the last few days regarding a problem with my account which had been frozen, they went out of their way to help by getting me through to the right department and were very patient too. Thank you

Seriously, Bankline for business! Honestly the worst website known to man.
if you finally manage to login then its a lottery if it will continue working , generally crashes once you've entered 20 payments...
and no mobile app..in 2024? if it wasn't for the hassle of leaving and a couple of loans I'd be gone ...

I can't give a good enough reason for why I've been with this bank for so long. I can only give the excuse of 'convenience of staying vs time of leaving'.

It's certainly not for the fees - which are high... or the online banking products available - which are poorly designed and don't allow basic functionality for business' to operate efficiently... it's not for the easy access savings rates - which are terribly low... and it's definitely not for the customer service - which is embarrassing / disgusting / shocking (select the relevant adjective depending on the situation of the day).

So why bank with them? I asked myself the same question for too long, and couldn't think of any reasons other than I was too busy running my business (busier than I should be in part because I banked with RBS).

A little bit of research opened my eyes to a whole world of business banking I didn't know existed... good platforms, low fees, great savings interest and good customer service.

I've moved all our banking affairs elsewhere and it was quick and easy to do. I should have done it a long time ago.

Credit where credit's due: I sometimes get fed up with banking apps but this time they spotted a scam payment and stopped it. I assumed it was a fault with my card and tried another bank's card which let it through, until I spotted a flaw. Full marks to the Royal for putting me on my guard

Total disgrace, been waiting 2 days for somebody to phone back regarding a scam I got money taking out from my account. They're worse than useless, plus last week I was talking to somebody and when we ended the call he thought I was away and started laughing about how things didn't go right when I couldn't be bothered filling a form in. I then said "I'm glad you find it funny" his rs collapsed and couldn't apologise enough, I said to bloody late you're getting reported.
RBS as we all know are hellish I might close the account after this shambles.

Opening an isa account.
Phoned to ask some questions agent give me wrong information.
Was doing a transfer in they emailed me to say contact my current provider as something wrong however turned out rbs did not give my current provider my Nat ins numbernumber which I gave them to open up the account.
So far not happy.mistakes being made and phoning them is a bit of a nightmare.

Tried opening a business account. For 6 weeks I was repeatedly asked for the same information and documents with no communication. Every time I call them the agents tell me their line is bad and they can’t hear me properly. Some of their security practices are extremely poor. I wouldn’t bother.

Beyond belief. My wife is simply trying to add myself to her account as we've recently gotten back together. This ought to be a simple task, and I'm sure was something that we did easily in the past, but currently it is proving an utter nightmare. They have a web app called DigiDocs to do this. This app allows you to upload documents to identify yourself. The app is quite bug prone, if you enter the wrong date of birth it won't let you change it, you have to start over. I'm currently on my 3rd attempt at uploading images of documents as apparently the image quality isn't good enough. One of these images was a scan from a top end printer too. My wife has been on the phone to them for hours. We have been thrown about from pillar to post. Everyone she talks to tries to pass the problem on to someone else. We got told to go into a branch. There are no RBS branches nearby ... they're all closed; so we went to a Natwest branch (we both work full time so this wasn't easy). The staff largely ignored us until my wife collared one of them. We were then told that my wife's account needed to be downgraded so that I could be added and this had to be done online; they couldn't do it there. Why couldn't we be told this on the phone. My wife downgraded her account and we tried again. Yet, again more problems with DigiDocs. Back on the phone. My wife was then told to speak to Cora, their online AI assistant; I heard my wife on the phone asking the person that she "had to speak to a robot instead?" to which the answer was yes. Cora eventually told us to go into a branch. We weren't going to do that again. My wife keeps getting confusing emails saying that she's started a new request but hasn't submitted documents or something like that. I've just uploaded a new image of my passport we were told that scanned images of documents were no good (on one of the many phone calls)... they had to be photographs (the photo from my Samsung was no good so we're trying my wife's iPhone) I'm currently on my 3rd iteration of uploads to DigiDocs and have my fingers and toes crossed. It has been a truly awful experience for such a simple task. I even have a Natwest account myself so I'm not sure why it's so difficult.

AWFUL.
Very poor customer service overall.
Poor processing time for updating the account. What should have taken 7 to 14 days took over a month, The local branch pointed us to the business team who pointed us to their processing team who then gave us incorrect information and seemed to be going on a "go slow" or something. Phoned to complained and they put the phone down on me as near finishing time.
The whatsapp help line is even worse.
No joined up thinking and no evidence of good customer service.
If you are setting up your business account then go somewhere else! Thats my advice.

Well, what a surprise, yet another awful British company. I wish I'd have read the reviews before getting a business account. My wife has been locked out of her account, despite inputting the details correctly, and I haven't even received my activtion code yet, so cannot access the account! I'm trying to run a business here RBS, and you're making it very difficult. Can't contact anyone as on hold for hours. In this day and age, pathetic comapnies like this should've gone under. I'm off to HSBC for some customer service...