The Royal Bank of Scotland Reviews 

Not a good bank especially if you've been scammed their fraud team do nothing to help or get your money back. There is no protection for customers

I am appalled by the digital banking-I wanted to transfer a large amount of money to my daughter for a car loan so registered with telephone banking-after several attempts they said the transfer had gone through then 3 hours later I had a phone call from the “fraud squad”-I thought it could be a scam-so I rang them-after 2attempts I got though-they wanted to know what the money to my daughter was for!-saying it was”pending “this is my money-eventually I was able to transfer the money after several calls-have been banking with RBS for over 40years but now I am considering moving my accounts to a more reliable bank

An absolute shower. Online banking is a joke. Customer support poor to non-existent. Disgraceful that they are considered competent to handle people's money.

Was told by an employee that we could have a short break in loan repayments and someone would call to discuss this.
Spoke to Daisy today and she was the least empathetic person I have ever encountered. Told ‘No’ after waiting a month for this call.
It was so clear she was just ticking boxes and couldn’t have cared less if she tried.
Really really horrible experience after banking with RBS for many years.

If I could leave zero stars I would never been treated so bad was called by someone and they have no log of call interagated in branch Motherwell called a lier by coustomer service and coustomer experience manager very unprofessional but they can’t trace calls they say any excuses not to admit fault

I contacted the bank nice girl who transferred me to the credit card fraud department I had seen a consumer program and the man had been caught up in a con I realised the same thing had happened to me his bank refunded the money RBS told me I had signed up for a subscription I explained I hadn't I paid £2 for a prize draw ONE OFF after a long discussion and she said I was shouting at her I was just devastated I've been so unwell seeing that man reminded me I need to contact the bank again about this I have been a customer with RBS FOR 52 YEARS and I'm absolutely devastated by this in in
total I have lost £176

Worst banking experience ever. It was so easy to set up my online fixed term account and give money a year ago, but trying to get my money back out when it came to an end was appalling. I wasn't able to withdraw money unless I set up a biometric profile, which is all app based and I never signed up for that. I don't do mobile phone banking - I signed up for online web based banking. Or the other option was a card reader and a card. I asked for both to be sent, was advised they were sent but they never arrived and two different advisors said they couldn't see the request on my account. I had to phone up every day to transfer the max daily limit by phone until I emptied my account. I was told by various people of a different max daily transfer amount and the whole process was just absolutely frustrating. Even trying to close an account online didn't work due to a form error and I had to phone in again. I've never had such a bad experience in trying to get access to my money. Every person I spoke with and dealt with were very professional, polite and helpful - it's the process that's broken, not the staff. I will never bank with RBS again, and their interest rates are now among the poorest too.

I had banked with RBS for 22 years to be exact, since I was a teenager and it was my first account but they’re so far behind everybody else now it’s unreal, so many branches been closed and the online sucks big time, if you somehow end up locked out it’s like trying to hack nasa trying to get back in and the help in this area is crap they just pass you on to another department. Got locked out my account and I need to wait a week on a code coming through the post to enter in to get money they can’t help me withdraw over the phone after passing all the security checks because they aren’t authorised or something, it’s never ending loops with RBS and there is so many better banks to be banking with, I’m trying to get what’s left of my money and leave and still getting hassle.

Lost bank card...

Spoke to a person on the phone, they cancelled card but couldnt re-order me a new one as this is only done via mobile banking and the AWFUL Cora 'AI' system... what a joke!

Tried repeatedly to re-order my card digitally, got nowhere, started in a repeating circle from hell and ended up following several links that could not be found. At no point did the fabled staff member who had 'joined the conversation' actually materialise and at one point I was told waiting time was 2hrs.

Eventually went back to speaking to someone via the phone and they ordered me a new card in minutes. Why the first person couldnt... presuming they are forced to push you towards the digital system that has likely cost millions and keep you away from speaking to actual people to justify the impersonal, inefficient and ineffectual digital replacement of staff.

Generally my experience of RBS, for over 20 years, has been individual staff are great, organisation and digital systems are awful.

Dreadful they don't answer phone v early morning. Useless !!

Wanted to transfer a large amount ISA in and wanted to do this with a member of staff in branch because it was a large sum. Was told in branch they could not do this, no way could they do this face to face, it had to be online. Staff member scribbled a phone number onto a bit paper for me to use if I ' needed help'!!! Absolutely hopeless service, what with all the scams etc on the go you would think they would be happy to help you in branch, but no, goodness knows what the girls are doing in there, apart from directing people on to their tablets and phones!!!!!!! That's me had it with this bank!🥵

Have several personal accounts with RBS and they hold a considerable amount of my money.
Ordering a cheque book should be a simple matter, but the only way is to use Cora, their Ai chat bot.
I ordered a cheque book via Cora but there was no indication that the order has been placed.
I went through the same procedure quite a few weeks weeks ago and did not receive my cheque book.
I tried again today, the same thing happened and eventually was able to chat on Cora with a real person. He was helpful and confirmed that my Cora orders were never dealt with. He then took all the details he needed and said the cheque book would be delivered in 5 working days. I wonder...
I think I will change my bank soon and get the service customers deserve. RBS is dreadful.

Called RBS for help and assistance on 12.12.24. The male advisor on the end of the phone was despicable, ignorant and extremely abrupt, he couldn't wait to get off the phone. Diabolical customer service and advised their was no help or assistance he could give me. Utter disappointment, months of training needed for that guy!! Ridiculous.

Nice of the company to tell us the branch had closed down. Went in to east kilbride branch to find out it had closed

I have been trying to register a power of attorney with them, as I have with several other banks. By far and away the most complicated procedure so far. no over the phone option. nearest branch is over an hour away ( in central London only one branch!) and so only option was to use online form. Real difficulties in downloading the form saying I didn't have adobe when I did; to enter a date of birth I literally had to click back month by month to reach the dates I needed in the 1960s(!), once emailing the form there was a glitch in that I couldn't access my emails to search for documents at the same time. All in all took hours.

Been a RBS customer for almost 30 years, they are honestly the worst. Told them I was travelling to Australia, gave them my dates and advised I would be using my card, never again. Card was frozen due to suspicious activity, fair enough but I have no means of contacting them as can't use my phone using an Aussie sim. Tried speaking to Cora, their robot, have any of you actually tried this, sack her she's useless. Basically gave me phone numbers which I can't call, told me to Google if you please how to wifi call, I've done all this. Having to use credit cards until I get home, never will I use them abroad again, second time they've done this, they should have a better way of communicating, email even or they call me, rubbish company.

Rang their bereavement line with a query after my dad passed away and my mum’s online account was disabled. Spoke to a very curt, unpleasant unsympathetic man which is very concerning if he is on their bereavement line. No empathy or sensitivity at all. My mum will be closing her account as a result. Shocking customer service.

extremely difficult to access new account and work with them

Today I tried to use my debit card to pay for an online purchase. The bank declined this payment at least for a dozen times because I kept trying. Their so-called advisors advised me "to try to use my card later". I did, to no avail. They mentioned they couldn't disclose any details of the reason why my payment was declined due to confidential matters.
Just imagine the following:
Hi from Royal Bank of Scotland
We are sending you your new card. You can try to use it for your online shopping. Good luck!
I can only add that I have enough money in my acc. and have never had any cases of scam, fraud etc. or any claims.
Just think carefully before becoming their customer.
Thank you

I had a problem closing an account both online and after visiting Nat West in person. When I phoned Customer Services I spoke with Sarah who dealt with the matter extremely efficiently and quickly. So 5 stars for her!