The Royal Bank of Scotland Anmeldelser 

Tried to open an account with RBS after moving to Scotland. The whole process is online and automated. Despite trying multiple documents, they wouldn’t accept any utility bills I uploaded, with no reasons given. I then got an automated “sorry it didn’t work out” email, saying I can’t open an account. No option to contact anyone, no support service, no offer to apply in branch, no reasons given. They seemed almost contemptuous towards prospective customers. Reading other reviews on here, I feel like I’ve dodged a bullet and will apply for a different bank instead.

Very impressed , got a 40k loan took 10 minutes

Excellent !!!

Sadly my brother passed away I contacted the RBS bereavement team and submitted the relevant forms. After not hearing from the bank for a few weeks I phoned to ask when I could expect the funds to be released to me. I was told at that time that my bank statement I submitted did not meet the assessors requirements. However, their staff member couldn't tell me in what respect it was not acceptable. I was told I would need to resubmit proof of address (and by inference, guess what else to do to make it acceptable). I resubmitted the bereavement form with further proof of residential address. In passing I was also told that the RBS couldn't email me to inform me whether the information submitted had been accepted this time but they would write to me instead. The fact that my residential address was not my postal address seemed to be beyond them or seemingly the RBS system. I was told I would have to phone back again in a few days time to establish the status of the application.
After spending numerous international calls about twice a week (now more than 550 minutes worth), speaking to different people in the bereavement centre, and having to repeat my information each time, it became clear that I wasn't making any headway. All I got was repeated apologies but not getting any useful information. I was repeatedly told I would have to resubmit the form yet again. Clearly by now I was reluctant to do this as it seemed totally pointless as they would not explain what was incorrect or incomplete in the prior ones. As I am in New Zealand, my UK based cousin spoke to a manager on my behalf and was told the the assessor team couldn't contact the person who notorised the copy of my bank statement. However they couldn't disclose when they tried to phone (ie was in in NZ work time or not) and what telephone number they used.
Meanwhile my cousin being aware of my frustration, phoned a RBS manager yet again and was told the staff member at RBS phoned an 0800 number, which, given it was plainly an NZ 0800 number clearly wasn't going to work! I note that both my bank's own New Zealand DDI number and a 'calling from overseas' number were on the statement and the cover email.
At about this time, a complaint was made on my behalf by one of the bereavement team, I was told someone from the complaints team would call me within 4 working days. No one called so once again I called RBS and spoke to the commercial complaints team. she has been the only useful person I have spoken to) established the person working on the case was on the phone and said he would call me the next day. He did call the next day but he also couldn't tell me why my proof of identity (notarised copy of passport) wasn't accepted or why it has taken over 8 weeks to notify me of this despite my numerous calls to bereavement team. He said a letter responding to my complaint was in the post to me and that the bereavement team had followed all due processes. However he also essentially confirmed that he couldn't do anything to help progress the process. In short there had been no point in the complaint having been raised.
I will be contacting the UK Financial Ombudsman as soon as the required resolution period has passed.

I am normally very happy with the service provided by Rbs, but I’m afraid I can only give one star for the online deposit a cheque facility. That is because it’s simply does not work. Why not? There’s not much point in having this facility, is there, if it doesn’t work? Come on Rbs, get it sorted and save customers inconvenience

Trying to sort out fraudulent activity on our account and report a scam. Ended up with account totally frozen and no money back. Complete disaster.

Shocking customer service, each and every time!

RBoS refused to properly acknowledge a scam issue that had no connection with me. It was connected to them..... Pending not the issue! IMO.

However, a day later, I can say they quickly sorted it out. Even got me a cup of tea. So, fair play to those RBS folks.

Absolutely fantastic service, every single time. Very helpful

Bank account closed after 32 years. No explanation despite account being actively used during the whole time. I have 100% credit rating on Experian. No criminal record. And the bank will only allow me to remove my funds if I physically visit a branch. A note to phone staff - please don't be dismissive when I ask if I can withdraw my money. I don't know what happened and never will.

I've been with RBS for years (I've had an account since I was 8). They never offer anything, never treat you with value, trying to get any sort of service off them is like pulling teeth. I've been with other banks for less than a year and received better service all round.

INSANE
DO NOT CREATE AN ACCOUNT EVEN FOR THE FREE MONEY YOU WILL BE ON THE PHONE WITH THEM 10 times a week for issues that pop up. Also they have silly rules like you can’t transfer more than £1k a day

I switched to them to get a £200 cash incentive which arrived ok. The app was another matter and wouldn’t allow me to make payments as it needed bio approval but it didn’t let me register for bio approval for nearly a month! Just kept saying I was a new customer.
After a few months I applied for a balance transfer card which was passed to Nat West who wanted all payslips and my tax returns (part time self employed) for two years.
They had my income being paid into my account, including the monthly self employed income so had all the proof necessary.
Communication was via some 3rd party site that needed extra security details from me meaning divulging even more private information onto the net.
Total lack of customer care or concern and the lack of ability to think out of the box.
I am now switching to another bank and getting another cash incentive and will never return to RBS/NAT WEST again even if they offer cash incentives again.

Went into high street bank, terrible service, terrible experience, 6 machines and only one that worked, que out the door… Andy

I’d give RBS no stars if I could. Appalling, inconsistent and unresponsive via their app, telephone ‘helpline’. They have just advised me to Google another RBS group helpline number - isn’t that a fraud risk?

Since my branch closed its branch in Swindon my experience has been poor. Now having to go into Natwest and the customer service is not the same . I avoid going and after my experience today I am looking to switch banks after being a loyal customer for 49 years

Treated like something scraped from shoe. Wanted to do business at my local branch St Andrews Square Edinburgh. Told to sit on purple seat, then when the teller was free I approached told me to sit on the purple seat and looked at me as if i was stupid. So will be closing my account with them shortly.

Absolute nightmare ! The bank that makes its almost impossible to access or spend your money. Communication the worst of any company I have ever dealt with. Hugely stress inducing . Despite having money in the bank on too many occasions I couldn’t access it. So so many hurdles.No one to ask for help. I will have to leave after just a few months, it’s offers me no service and it takes forever to access my
money .Big time stress .

The new RBS credit card is a similar colour and style to the RBS debit card so can be easily mistaken and funds withdrawn from an ATM using the credit card by mistake. If your a pensioner be careful and double check for the pattern when using the ATM or contactless. (the old style was better.)

What wonderful customer service!I have been with the Royal Bank of Scotland for many years Solved my problem (fraud)and the representative was very polite and helpful.Thank you.

Shocking service if I could give them a 0 I would I got scammed by a company and instead of helping me out with it they lock me out my account and I can’t access my money until my card comes through bloody joke of a bank