About Us

Concerns Procedure

Step-by-step Complaints Procedure

Concerns Procedure

Our clients are very important to us and we try and do everything we can to make sure our clients get the best possible service. We do recognise, however, that we don't always get it right. When that happens we always encourage you to tell us about your concerns so that we can put matters right.

How we will treat your concern

We want to:

  • Make it easy for you to raise your concern
  • Listen to your concern
  • Consider how you would like us to remedy your concern
  • Make sure you are satisfied with how your concern was handled
  • How and where to complain

In writing
Address your letter to the Client Services Manager or your designated consultant quoting your client number and details of your concern.

By telephone
You can contact us on 0800 634 7001.

How long will it take?

Immediately
Our aim is to resolve your complaint straightaway.

Two days
If we haven't resolved your complaint within one week, we'll write to you:
1) Explain why we haven't managed to resolve your complaint
2) Tell you how long we expect to take to resolve it
3) Tell you who is dealing with your complaint

Two weeks
In most cases, we'll resolve your complaint within two weeks.
If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you.

After two weeks
We'll keep you informed on a regular basis until your complaint has been resolved.
In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.

If this is the case, your complaint may be passed to our Customer Relations Unit who will continue to try to resolve it.

Eight weeks
In the unlikely event we can't reach an agreement with you by the end of eight weeks, we'll send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.
We'll tell you about the Financial Ombudsman Service and how to contact them about this complaint.

What if you're not happy with our response?

Our aim is that your complaint should be resolved as quickly as possible by staff that have the right experience, knowledge and authority.

If you're not satisfied by our action or explanation your case can be reviewed at a higher level within the Bank.

Our Customer Relations Unit is a specialist team who'll investigate your complaint fully and aim to reply within two weeks. If the investigation is likely to take longer, they'll keep you fully informed.

You can write to the Customer Relations Manager (address below). Please quote your account number, branch sort code, details of your complaint and what you'd like the Bank to do to resolve it.

RBS Customer Relations
Customer Relations Manager
The Royal Bank of Scotland plc
Freepost, PO Box 1727, Edinburgh EH12 9JN
Or telephone 0845 605 820. Maximum call charge from a BT landline is 6p plus up to 6p per minute. Business rates and calls from other networks may vary.

If together we can't reach agreement
The Bank is a member of the Financial Ombudsman Service and if we can't reach agreement with you, our Customer Relations Unit will send you a 'final response' letter. This letter will clearly set out the Bank's position in relation to your complaint.

The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:
The Financial Ombudsmen Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman web site at http://www.financial-ombudsman.org.uk/.

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

Please complete this form and we'll contact you as soon as possible.

The personal information you supply on this form will be used to provide the information you have requested. We are a member of the Royal Bank of Scotland Group.

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