The Royal Bank of Scotland Group plc Reviews 412

I was delighted to have been approved for an overdraft several months ago, but since then I have had my income cut by £600 which left my finances faulty. Unlike NatWest. RBS wasn't as helpful though they cancelled two charges. I would have hoped for the same service that NatWest provided with my current account.

Very poor customer care and lack of understanding in my hour of need. First time I have ‘needed’ you and you have left me in a horrible dilemma. Website full of commitment to help with financial difficulties but in reality you don’t want to know.

This Bank is not fit for purpose. It allows credits of over £20,000 but not debits in the same day. It accepted a transfer from one of my savings accounts but not to another registered on the payments page. The fraud dept refused to transfer my money from Marcus to my Investec account. So I closed my Current Account and changed banks.

An utter disgrace. They do not answer their phones, their automated systems don't work. They say they will pass you onto a colleague, which is another automated recording, which gives you several 'solutions' as to why they can't give you access to your own money, none of which work. You are then repeatedly told your call is important to them, surely the most inept and dishonest statement ever made, and put on hold for an hour or until you hang up. If you try registering online, as I did, unless the account is a current account with a sort code, you get kicked out of their 'solution'.

Can't wait to be shot of them, as soon as they kindly tell me what my balance is and if I'm allowed access to any of it.

Oh, and after 20 minutes of foolishly going round in circles with their AI digital assistant, I filed a complaint on their web site, which was never acknowledged.

It feels like all the institutions that were many decades ago set up to serve us, Government downwards, all now work against us.

I know it's unfashionable but I have never had a problem with RBS.

My experience on the phone is good - UK based personable customer service who can help with anything I've ever asked for and no huge wait times. Of course, if you don't pay your credit card I guess they aren't so friendly! They have voice ID to verify you on the phone and CS always keen to promote products which I've no problem with. App is also absolutely fine.

In store I have limited experience but when I have staff are friendly and knowledgeable. Alot of it is automated now so this I can see will be off-putting for some but I can see why.

Reality is RBS/Natwest is pushing technology and digital banking which 99% of the time makes sense because that is how people bank now.

I wanted to talk to someone in my RBS branch about depositing a 6 figure sum in a new account.
Nobody would see me . I was told to do this online!!!!!!! ( not say for a joint account)
RBS does not want to talk to customers face to face.
Terrible service.
We walked to another bank 50 yards away and set up a meeting two days later. We opened the account we wanted and I also changed my current account over as well. We are considering moving other accounts.
Unbelievable. They don’t want to talk to customers.

my card got stolen was on hold for approx 1 hour 17 minutes, to when the call was answered with their employees dog barking in the background, it became so loud that the customer support rep ended the call and no call back. very frustrating to say the least.

I've read all the bad reviews but I honestly found this the easiest bank to open an account with ever. That said I only do online banking and never go into branch so I can't vouch for their in store service, but select account set up online was easy and ID verification was straightforward. Seem to be okay for basic banking purposes.

Have been a customer with Royal Bank of Scotland for around 5 or 6 years now. Called on Monday regarding an issue and I was told that I was eligible for an upgrade on my account, I took the upgrade...fast forward to today, received an unexpected text from Royal Bank of Scotland to state my account was closed as a result of breaching the terms and conditions, my finances are fully legal and legitimate. I'm a vulnerable customer who as a result of the pandemic can't openly go into a branch, I don't have ID and I will not be able to access any funds in branch due to this. The service from Royal Bank has been absolutely disgraceful and I find the bank absolutely despicable. I'm not the only customer who find this as the reviews on this paid just show that as a bank you are only interested in lining your own pockets and high value customers. I find it extremely concerning that nobody could tell me what terms and conditions I have broken and extremely unprofessional that I was told in a text message my account was being closed!

Zero stars

I had a standing order in place to pay my monthly church offering. My church joined with 3 other churches to form a Union. During the union process the individual church accounts were merged in to a single account (all accounts with RBS) and RBS stated that all congregational standing orders would be automatically switched to the new account.

Fast forward 2 months and it turns out no standing orders got switched. When I called RBS to query this I was told they had no idea why the standing order has dissapeared from my account (note it was not cancelled or made inactive it just disappeared). The customer service agent said she would transfer me to another team who could help. Imagine my surprise when I got dumped in to the queue for NAT West Customer Services! Once again they had no clue as to what had happened and the only solution was for me to raise a new standing order.

If this was just affected me as a single customer then I would probably just let it go (I have no great expectations when it comes to RBS's abilities), however this affects all members of 4 congregations who contribute by standing order.

It should be noted this is just the latest fiasco with RBS and the local churches:
1. Took over 4 months to create a new Business account.
2. Issued cheque books for the new account with the wrong name.
I could go on.........

The fact that they have never claimed ownership of their company on Trustpilot or responded to any reviews speaks volumes for RBS.

I the this bank and the online banking is horrible. I hate it forever.

I got a New Phone for Christmas and I had to re-insert all my info to set up my Bank App again!
I rang this Morning and a guy called Adam made life so much easier for me and helped me immensely,was kind understanding and patient we this oldie who sometimes forgets her own name!
I was so grateful he was so understanding as sometimes in these new times,that is not the case. Wonderful job,well done and thank you Adam for being a wonderful Human being.👍
I forgot to state I’ve been with RBS 40yrs and have never had a problem with them,if there has been hitch a times I’ve gone into the bank personally to speak about it and if they can it’s sorted there and then. Moaning on here is not going to help your situation. Go to the bank and speak to someone,emails and phone calls don’t have teeth!

Deposit cheque tried multiple times.
Each time it look good and clear yet it kept saying retake even the back which was plain.
RBS it’s time you fixed the problem

I had a missed call. i called back and wait time was approx 4mins. 20mins later still no one but the message says please try our online help. so i got on the chat and the operator still could not help.
WHATS THE POINT. SEND ME AN EMAIL OR ADD NOTES TO WHY YOU CALLED ITS NOT ROCKET SCIENCE.

I have been with RBS for over seven years now without a problem, until recently that is. I tried to cancel a direct debit /subscription and they have been less than helpful, they said it was best to contact the company involved "who don't answer the phone and suggest you send an email" which i have done and have been completely ignored so, called RBS again and they sent me a form which makes no sense whatsoever. I've had enough and am very disappointed with the lack of support. Up your game RBS /Nat west because it sounds like customers are leaving you in their droves 😡😠

Worst Bank in the UK... phone them up and you get transferred to some guy on Egypt with a broken English accent.... No wonder the reviews as rubbish

I would not recommend RBS Bank to anyone! Please stay clear of this Bank. Customer services with very long wait times every time I have called up for assistance, when the automated message says 1 for call back in turn, they call you straight back and you end up waiting for someone time to speak to someone, this feature is clearly NOT working, Online banking is so basic, you cannot filter any transactions so you end up having to go through line by line/month by month! Very time consuming! What I want to know is this bank is worth billions and isn't investing money back into the bank looking after there customers! They couldn't give a dam about there customers! "STAY CLEAR PEOPLE" Just looking at the shocking customer rating!

The fraud processes make you feel like a criminal. All for a few hundred pounds that I was trying to send to myself, my partner, and his Mum - horrible experience.
They kept asking so many questions and I thought I wouldn't be able to access my money. They made me get a bank statement from my partner's Mum which seems to me to be a breach of her security, thankfully she sent me it. As I wasn't told to get one for my partner (who I also have a joint account with) they wouldn't make the payment to him and sent it back to my bank account.
I understand the need for security but it shouldn't put you in a panic. I had 3 long calls, numerous messages, numerous security questions, then I had to go into the bank and then again went through it all again with someone in a room and someone on the phone. Asking the same questions I had already been asked in every call the day before. I was also made to feel like a child for having a Monzo account which apparently is open to fraud. I am a professional intelligent person and I was reduced to tears on the phone and in the branch. I will be closing my accounts down now as I can't speak to them again. This took 3 days to resolve. It really concerns me that my money can be taken away from me like this by RBS and I lost the very little trust and confidence I had left in them. No employee's fault as I was subjected to the same intrusive questions by each of them, this is a procedural issue.

cannot believe the uncaring dismissive attitude. banked for 30 years and never missed mortgage payments etc Training poor and even managers have no idea of customer service, appalling.