The Royal Bank of Scotland Reviews 

I've had a NatWest Account since 1990 and an RBS account (including our mortgage) since 2001. We are regular banking customers using this our salaries, bills and all day to day banking. Without wishing to sound arrogant, we're good customers with no financial, legal, credit or other issues at any time.

RBS have decided they don't want want to offer the account we have any longer and wrote recently to say they would therefore be closing our account in February.

There was no offer of any alternative account or assistance to move our banking to another of their accounts.

Absolute farce of a company, never had an experience like this just trying to complete an isa transfer , don’t use even if the rates slightly better , not worth the time or effort wasted trying to talk to someone, impossible

Went in to open a fixed saver account with a HUGE amount of money..person at front desk says we dont open accounts here..just do it online..show me your phone and app..just do it there.1 star ..should have been zero..lack of interest and very bad customer service..will be interested to see if this gets a reply too..

I have been locked out of my account for more than a month now. No-one has told me why and no-one answers the fraud line telephone number. I went into my high street branch and they had the same issue - they suspected it would have been the fraud department that locked my account but couldn't say for sure. The local branch (Ayr) manager called the fraud line and no-one picked up her call either. She emailed them instead and I haven't heard a thing since. I would say the customer service is bad but there actually isn't any service at all. My account has been locked. I have not been told why and no-one seems interested in helping. This is my last attempt at resolution before I contact the banking ombudsman and ask them to intervene. (I have been an RBoS customer for nearly 40 years and we have our mortgage with them too - but that will be changing very soon unless something is done here quickly - this has been the worst customer service I have ever encountered - absolutely pitiful). :(

I have an interest only mortgage with the above, I struggled with self harm/depression/debt due to hike in interest rates almost x 6. Mum has dementia so had to reduce hours to look after her with no care in place at the time. I asked for a freeze on my payments the agent said yes I rang up next month to ask for another freeze the agent said yes, third time I rang up the agent told me she can freeze it but the payment isn’t frozen the interest still build up plus on the arrears. After 6 months I was mentally and physically improving I set up a payment plan which paid off abit towards my arrears for 6 months. every time I would phone up the agents they would ask me any kids at home.age Do I live in the property any loans against it. Previous agents asked me if I was okay and I would say yes and then they asked if they could take off the mental illness/self harm off the file. The most recent agent I spoke to I asked him once I kept up with the 6 month payments. I could consolidate my arrears. When I suggested this the agent took it upon himself that I couldn’t afford to pay and said he was about to start legal proceedings. I almost passed out he said I suggested the consolidation but he hasn’t read my file. My house was going through a sale plus I had a letter which suggested that consolidation was one of my options. The agent then said sorry!!! Never buy a mortgage from these people they r ruthless/loan sharks. Awful 15 years.

An RBS Premier customer for nearly 40 years, I intend to move everything away from them (mortgage, current account, savings, ISA, credit cards). In resetting my mortgage rate they are significantly less competitive than other providers, but the biggest issue is the "LOYALTY" disincentive - they give far better rates for new customers. Now they can argue this is "market practice" but it is STUPID discriminatory business, which shoves 2 fingers in your face and clearly says "RBS DON'T CARE ABOUT LOYALTY". In an era when we can move accounts so freely to blatantly provide poorer service and rip off loyal customers should not be tolerated. And I'm supposed to be "Premier" client. It seems they are relying on customer apathy (and maybe that works for some, maybe its ok for small balances) but frankly this is a disgusting treatment

4 times I was promised someone would ring within the hour. Waiting from just after 10 am. Its 9.30 pm now and still no call from them. I am going to switch banks. Another bank couldnt possibly be worse. Appalling service.

I had to cancl my card and since then cards have been cancelled and recancelled by the bank. Communication with Cora is circular. I have phoned many times, finally obtained humans, made agreements with them, and then...nothing. Yesterday the online phone system went all funny and would not recognise me and then suddenly did only to be give the wrong connection.... At one point I insisted n my branch bank calling as I had a very simple solution to my problem. This was arranged and it seems my bank called, and left a message asking me to call back. Unfortunately she forgot to give me a number. I am now waiting for a call from my branch this morning with a sinking feeling....and the sense that something is seriously amiss....all this has gone on intermittently since end September....

NatWest customer who has to use RBS as no NatWest branches close by.
RBS Corstorphine Edinburgh what a farce. Unable to take out small amounts of cash (under 5k) for ongoing building works. Advised by the branch manager Katie that I could not take out my own money without proof of where it would be spent I.e invoices. Absolute joke. Terrible customer service and terrible attitude. I waited 45 minutes in total and to have the manager and cashier both called Katie walk away from me. I managed to have my husband forward me some invoices but honestly I should not have to do this. All my documentation I.e driving licence was in place. Embarrassing for a bank! Will be moving my business elsewhere.

People are nice (if you can speak to one) . Processes are TERRIBLE. Customer service is non existent, convoluted, and online is worse - it is like they have tried to use AI to create a patrician bank manager from the 1950s and failed to capture the charm. Digital assistant Cora is a random URL generator designed to keep you circling their website for eternity. Just use Starling or Monza - this bank is going to die.

i have been with Royal bank Scotland for 40 years. And have two accounts and always found them ok. Unfortunately iv had a dreadful experience now. I was given wrong information about receiving money. I also didn’t get contacted to tell me this. I contacted them and i’m now fighting to get money back from them even though they admitted there error twice!!! After weeks of waiting was told it could be another 5 weeks. so thinking of closing both accounts and contacting the ombudsman. dreadful customer service.

Anything that is Scottish is questionable clearly they at this bank as well as LLOYDS Bank will rob you and lie to cover up from mistakes they make and they will blame the account holder in turn. Should you stand your ground they will phone Police Scotland and remove you from the bank. Considering your money is not safe nor protected in those banks named avoid at all cost close your account before the scammers and hackers steal every pound you have these two banks will lie to protect thier own investments, a future worldwide conflict will see many people lose billions all your life savings will be lost at grave sadness and much loss. Take it from me and do the wise thing protect your money under the floor boards.

Wunch of Bankers!!!!
You simply cannot get to speak to a human being anymore They block your card when you try asnd make a large purchase then you cannot speak to them as they refuse to have any staff to answer phones in an attempt to not deal with you. They close all the branches Force you online and when you need their help you cannot get it

I tried to withdraw £30 from an RBS owned Tesco ATM in Bristol. All the messages were as if the transaction was successful but the cash wasn't dispensed. The ATM even issued a receipt for the money I didn't get. Appreciate that times are hard for our bankers in this day and age but this is daylight robbery. DON'T TRUST RBS ATMS!!!!

Having been a customer since 1978, I've had my ups a and downs with this bank, but I've always come out satisfied. No longer after my experience which started on Friday. Blocked an existing standing order which my wife was making to her savings account with another provider. I have wasted hours on the phone and mistaken for a Nat West customer several times, which was the reason they failed me on security.

They are absolutely hopeless

This bank has become nightmare to deal with. They are light years behind the other banks that I use.

Trying to withdraw more than £300 from the cashline is impossible. Customer service direct you to a branch. My nearest will involve a 45 minute round trip and I was advised to take receipts as evidence for the withdrawal. It's my money!

So I used another account who increased the withdrawal amount to my desired figure over the phone.

Loging onto their app is a chore and I had to use my login details i.e. password/blood type/inside leg measurement and photo recognition after a recent update.

They encourage you to use their app and as I use biometric I forget my logon details which I have had to change on numerous occasions.

The sameshitification has happened with their online banking.

I can accept a certain level of security authentication and as I said I use biometric on my phone but this has become a farce!

I have also had several renewed debit cards over the past 18 months with no explanation. Presumably their security is getting hacked.

Refused to refund money being fraudulently took from my account. Called them to dispute the payment and then had to chase them up after another payment was allowed to leave my account 2 weeks later as nothing had been done. I was told I would receive a call from the squad team yet it hadn't even been logged as fraud. Bank elsewhere and save yourself a lot of hassle and money being being stolen from your account and them refusing to reimburse the stolen money. I will be closing my accounts and moving to a new bank. This treatment of loyal customers is absolutely disgusting

Been with them for years . terrible bank ! I don't even have a business manager! Got to phone some daft wee boy in a call centre to talk about finances!

The online Cora Ai is horrific and a waste of time !

Every time I call this bank I get Non British folk and I don't want to share my info with them.

Customer service staff working from home and incompetent, talking to themselves whilst on call saying 'now how do I open a new complaint'. Have been unable to access online banking and ap for over two months now. Have made numerous calls, have been cut off, have been sent codes that expire before they arrive in the post.
Am have been housebound due to having surgery and can't access my money or pay bills.

Following a text notification from RBS about an improved interest rate on my fixed term savings account, I needed to speak to someone urgently to cancel my instruction to close my account on maturity
I found it impossible to speak to anyone who could do that.
Sounds a simple request, but no it is not.
The text would not accept a reply.
The Cora chatbot is useless.
The RBS telephone helpline, tried many times, would only put me through to the mortgage centre.
In desperation, I went through to the mortgage centre in the hope they could redirect my call to the savings centre. They could not. They also confirmed that they receive lots of misdirected calls from people trying to contact other departments.
I finally went to my closest branch. They were unable to contact the savings centre directly so were unable to help me.
All in all, a dreadful,frustrating and time wasting experience.
RBS, your systems are rubbish.
I will be taking my business elsewhere.