The Royal Bank of Scotland Group plc Reviews 

Called to sort out my financial issues with them. Spoke to someone who put me on hold, came back eventually and said I needed to go through to another department for it. Put them through and the automated voice told me department was closed and the call ended. Not the first time this has happened speaking to them, certainly not bothering to phone them again.

Anyone reading this still an RBS customer, switch to Starling.

I only have a credit card, which is generally ok. But my god their website for managing a credit card is terrible!
I want to change the payment amount. There is no option to do this.
So I try their chatbot. It is painfully slow, and just as you are about to click on an option, it writes something new and you have clicked the wrong option.
Worst of all, it doesn't count interacting with the chatbot as using the website. So after trying to (slowly!) get answers to my query, the website logged me off.
Sorry RBS - it is 2023, not 2003. Even you should have been able to develop a vaguely usable website by now.

It is only a pity that trust pilot does not have minus values for ratings. RBS would certainly be a winner there. The current 89% dissatisfaction rating could be even more dismal. Let us face it, RBS are basically the forgotten and unwanted rump of clients Natwest would rather see the back of. Think people, if they wanted your custom, they would give you a Natwest account. Hence tricks such as the regular, unwanted, and very stupid updating of the so called branch and telephone banking "services" Branches? Nasty things best closed. Staff? Greedy things that want some of the vast sums we top manager and directors are currently overpaid for regularly underperforming and slowly wrecking the whole edifice. Telephone banking? A legacy service for pensioners who need to die so the rest of us can get on with fleecing a diminishing pool of younger people, who might eventually have some money if that lot die. Ring up to speak to an Advisor? Not a hope. A permanent "we are experiencing an unusually high volume of calls" Sure, always. The directors must still be pining for Covid days when they could blame that. And as it was, the service was actually better then, so my guess is they have culled even more staff to ensure their wholly disproportionate "compensation" is kept up. The latest innovation has the automated telephone service asking if the account to be accessed is current (no mention of select) or savings. Answering either current or savings brings forth endless repetition of "I am sorry, I did not understand that". Cue a visit to a branch. Oops, all closed, or if by chance one can find a branch open, stuffed to the door and staffed by overworked and demoralised staff who expect it will be them next to feel the axe. And the constant importuning to be more easily parted from your hard earned cash by scammers with their wonderful online banking. So secure, the amount of money lost to scams rises almost exponentially each year. Ah, but it is the banks who are then secure in the knowledge they can almost certainly evade any responsibility, as it was you who did all the work! Excellent, pass the champers, light a cigar. I should imagine that if people were actually given the opportunity to get salaries and wages in cash, all the UK banks would go bust in a week or two. People would simply return to keeping the cash they need day to day under the proverbial mattress, and put the rest in relatively high return accounts from mutual accounts such as YBS, where they actually pay out interest for you giving them money and have branches and staff. Interesting thought that.

I was scammed by an atm almost a grand..rbs fraud called me around half an hour after i contacted cora..a nice scottish lady eileen put my concerns at rest and i was reinbursed 2 days later..very happy.

Trying to do a simple task relating to my mother's account, over which i have power of attorney, and kept getting moved from one person to another, none of whom could help. Appalling service.

I did the thing I should do not do and bought tickets off Facebook market place off somebody “who couldn’t make it to the show” I should have know better but excitement got the better of me , I panicked and thought my account could have been compromised, the lady I spoke to over the phone was superb, she reassured me it’s unlikely the scammers don’t have enough details to compromise my account, the whole situation was a bit of a nightmare but that lady was brill, she needs a blue Peter badge in customer service x

Absolutely hopeless company with people with no customer service skills. Cannot answer a simple question about my account - clearly keep no records up to date. I have spent ages waiting on the phone and then get through to people who take no responsibility for anything. You can't email them direct - and there is no other way of getting an answer - I am lost!

Abysmal would be an improvement! Tried to move some money into a savings account, having had to transfer it into my rbos current acc first. Despite using all the biometrics in the app to authenticate the transfer (and having accepted the funds into the account first readily enough!) they appear to have pulled my current account. No communication, nothing. The first I knew of it was when a card payment was declined. They can email and text me with every little piece of marketing spam they can think of, but pull all access to my money and they’re strangely silent. I now have no access to any money, my card is frozen and the savings money hasn’t been transferred either, so I’ve lost the higher rate savings account I was trying to apply for. Cora is a complete waste of space and the callback I was promised “within 2 hours” is still pending more than 18 hours later… and, of course, there’s no branch open at a weekend to be able to speak to a human. Even when they open on Monday, it’s inside office hours only, so the chance of anyone who works full time being able to get in to a branch are non existent.
I’ve been banking with this group on and off since 1992, but I will be moving elsewhere as soon as I can work out exactly how to retrieve my account and I will *never* be back. I’m all for them taking steps to protect me, my money, society or whomever else they please, but at least provide some way to challenge the idiocy!

I didn’t realise that legally my motor insurance policy has to be in the same name format as on your driving licence. They updated my details from Dave to David and charged me £25 amendment fee, I accept that this is an admin fee for the change. However they also charged me an additional premium of £47.63 on top of the policy. The only change is my name from Dave to David, there are no material changes affecting the car, it’s use or location. I am appalled at this surcharge. Needless to say I have raised a formal complaint, I will contact the Ombudsman and they have lost all future business from me.

No Stars if that was an option. A bank that discriminates against older people. A customer for over 40 years I asked to have an overdraft facility extended. I was refused on the "affordability" excuse. Money in all my account and previous overdraft facility never used so what was the problem? Its not affordability but I am over 65.

I have had my account with RBS for 40 plus years and twice in the last few months they've locked it without notice as I made a transfer to my savings account with another bank for £7000. No cash machine withdrawals and no digital banking they also threatened to stop my direct debits. Unable to contact them by phone or chat.

Absolutely s**t bank ever, worse than worse bank to deal with. Kick these c**ts out

I recently opened a fixed rate ISA with RBS and prior to transferring funds, requested a copy of the account T&Cs. I was advised these would need to be requested and emailed as they didn’t have a copy.

I requested these on 21st Aug and again on 25th Aug but I still received nothing. Knowing the account was due to start on 4th Sep, I phoned again on 2nd Sep to request - this time, they were able to email me a copy immediately, however then realised the cut off date for transferring the funds (1st Sep) had passed so I missed out on the previous rate which was significantly higher.

A straightforward request for account T&Cs (which should be provided to customers as part of the account opening process) should not take 12 days and 3 phone calls! Needless to say, I’ll be taking my custom elsewhere.

Over 30 mins wait times to speak to customer support. Banking details on their official redemption letter do not exist according to other banks.

If you want your lack of faith in the banking sector renewed, then RBS is the bank for you.
All around terrible customers service, followed up with a pointless complaints process, forcing me to wait months for the financial ombudsman to resolve the matter!

Absolutely useless banking system.
They take days to reply via the chat process on the banking app now.
Also I got scammed last week and rang the fraud department, so they cancelled my debit card and said I will receive a new one along with a new pin number a few days later. This was the 15th August, still received nothing not even today Saturday the 19th.
Because they have completely closed my card down, I have no way to pay for anything as I can't use contactless or Google pay or anything, I can't even withdraw cash
Online payments set up can't be paid and they offer no assistance.
They are absolutely hopeless.
They don't even have a branch anymore, anywhere near me at all, but do say you can use NatWest, when did they join NatWest, I was never informed.
Also I'm totally soluble and required a loan but got refused, how pathetic, I went to another bank in the end and received one.
I've been with this bank since 2018 but moving over to Starling now!

Recently opened a current account with RBS. Tried to transfer money from my savings account into my current account and my account was suspended hours later. Nobody can explain why it has been suspended. It is now going to take another 48 hours whilst they ‘investigate’.
The call centre are friendly but pretty useless, they won’t provide any further updates and apparently there is nobody else to talk to (apparently you cannot speak to the fraud team).
I now cannot access any money.
Useless. I’ll be changing back to my previous bank (HSBC), once I can actually access my money again.
If you want to keep your money locked up with absolutely no access, then I’d recommend otherwise they are pretty useless.

They are probably the worst bank to deal with. The average time waiting for response to a call is well in excess of an hour. I received a text to contact them about a cash ISA transfer. Exactly the same slow response. Why didn’t they call me? They are making enough money and I am like all members of the public a share holder in this company. Shame on you RBS after the amount of public money spent to bail you out.

I cashed in my Premium Bonds a couple of weeks ago because my holding was in 5 different blocks and I wanted just one block. So I tried to apply through my online bank account for a new block of Premium Bonds. After being told online that my payment limit was £10,000 I tried to raise it to £50,000 but was told online that the maximum they would raise it to was £20,000. No use at all. I then visited my branch 37 miles away, and a helpfull chap said I could pay by chaps. Fine, so we went ahead and concluded the deal so I thought. Shortly after arriving home, I got a phone call from the branch saying that the payment had been refused because NS&I don't accept chaps payments. I spent an hour on the phone to rbs being passed from pillar to post and getting nowhere. Not sure what do next, but it's bye bye rbs. Dreadfull bank.

Horrible experience with all departments. I called in to speak with collections team to setup an arrangement for my loan, after 30 minutes I spoke with an advisor who was very rude and did not care what I had to say, he hang up on me and I called again to raise a complaint, again another adviser started arguing with me and did not want to raise a complaint instead put me on hold and said he will transfer me to someone to raise a complaint. Shocking service people are doing the job they can't do absolutely horrible. The call eventually disconnected. I have spend two hours on the phone and not a single so called adviser took any ownership and raised a complaint. Avoiding complaints culture is definitely present in this so called bank.