The Royal Bank of Scotland Anmeldelser 

I am a digitally-literate legal Executor managing a 64-year family history with RBS, yet I have spent over 8 hours today obstructed by a process that offers no mechanism for resolution.
The bank offers "24/7" support, but it feels like being welcomed through a grand front door into a building that is entirely empty. There is a digital assistant at the desk, but no one inside the building has the authority to actually help with a complex estate settlement.
My attempt to distribute verified house-sale proceeds began at 11:52 AM. I was immediately pulled into an automated "death spiral" that ignored my specific queries about payment limits and simply repeated basic website information I had already resolved. By 12:03 PM, I was forced to request a human colleague, only to be told I faced a 4-hour wait for a response.
When a human finally joined the chat, the experience did not improve. I was forced into a communication style where every single follow-up was met with a near-hour delay. At 5:10 PM, I asked for a solution for the estate distribution; I received a response at 5:44 PM. At 5:58 PM, I asked about the timescale for an executor account; a response did not arrive until 6:55 PM. It is impossible to fulfill a fiduciary duty when a bank takes an hour to reply to every sentence.
The most frustrating element was the selective monitoring of the chat. My initial mention of a "formal complaint" at 7:13 PM went unanswered, yet a more detailed complaint at 7:39 PM received an instant response. This proves the chat was being monitored in real-time, but my earlier pleas for help were ignored until I hit a regulatory keyword. Furthermore, after being promised a response "within the hour" at 6:55 PM, I was eventually told the team required to help had actually closed at 4:00 PM.
What is the purpose of a 24/7 chat if the teams with the authority to resolve complex issues actually work 8:00 AM to 4:00 PM? This service model is entirely incompatible with professional work commitments. Relying on automated bots and hour-long delays to handle a Grant of Probate and an April 5th tax deadline is a dereliction of duty. RBS needs to empower its messaging staff with actual authority and ensure that "24/7" support is a functional reality, not just architectural window dressing.

Really poor service.
Essentially allowed a company to steal money on my credit card. Documents sent multiple times but claim they don't have them.

I recently tried to open an account however got stuck when having to upload ID docs via Mitek

It appears many other people have had the same problem

Why do you hate your customers?

So after 33 years of being with these corrupt clowns today I closed all my accounts. I want to buy my wife some jewellery and sent money to pay bank stopped it said it could be fraud they rang me told me if I did not have the jewellery in front of me they would freeze the transaction and would only send the money once I had the goods!!!! So that's how the world works according to them. Dealing with a box ticking FEI uneducated fraud team( clueless scum). She refused to honour my payment MY MONEY. As I was buying my wife something I was buying camera equipment for myself and did another transfer which showed as done!! Later found out they did not send that money either but HAD FROZEN ALL MY ACCOUNTS FOR NO REASON OR EXPLANATION!!!!!
MY MONEY IN ACCOUNTS WITH ME SPEAKING AND TELLING THEM I KNEW IT WAS LIGIT AND FOR THEM TO DO AS I ASKED!!!
WHO DO THESE SCUMBAGS THINK THEY ARE!!!!
ANYONE WHO HAS PROBLEMS MAKE A OFFICIAL COMPLAINT ASK FOR THE COMPLAINT REF NO AND REPORT TO OMBUDSMAN!!!!
IT WILL MAKE NO DIFFERENCE BUT Every COMPLAINT TO OMBUDSMAN COST THIS JOKE OF A BANK £400
BYE BYE HOPE TO SEE YOU GO BUST VERY SOON

I recently decided to buy a car polishing product that received huge praise as to how good it was. I paid the £20-plus cost and then, on looking further into this company, became somewhat alarmed at what I read. According to many reports the product was pretty rubbish.
And then, to my astonishment, up came the message that my payment had been declined by RBS.
I called my branch in Inverness and was quickly put in touch with the "fraud squad".
Happy days. They already knew about this dodgy firm and had blocked my payment, no doubt along with many other customers why had fallen for the fancy sales tolk.
RBS had frozen my debit card in case it had been stolen and used by the thief.
In a few minutes I answered the necessary security questions and my card was back in business.
So many thanks to RBS in Inverness and at head office for looking after my interests.
I have been an RBS customer for well over 50 years and have always found staff at the Inverness branch to be gold star people. Now the same goes for the "fraud squad". Thank you all.

I had an account with them ever since I was a kid and have pretty much been broke my entire life, never being able to go over a certain amount in my account even though I don't have a hobby, I haven't had a car until recent years and I don't have my own place so I'm not paying rent. I don't make any large purchases or use a credit card and I work 40 hours a week. And somehow I just never had any money and I never knew why. Well I finally switched at the start of the year and literally within 1 week I saw a difference. Now I have more money than I've ever seen in my account and my circumstances haven't changed. Same job, same situation except now I have a bigger car which you'd think would cost me more. Somehow I'm seeing much more of the money I earn in my account. I'm not saying there's hidden fees or they're stealing, because I have no idea what was going on. But to have thousands more now than I ever had with RBS says something to me, especially when I was recommended to switch by someone else who was having the same situation with RBS and never having any money while banking with them.

Impossible to speak with a human, waiting time for a complaint up to 5 days...... waiting time for tech department to contact 2 days, no matter how urgent the issue is. In a foreign country need to transfer money, impossible to do and RBS say can't help you need to wait for a response. So unable to rely upon, in toimes of urgency.

The Royal Bank are favouring new customers whilst ripping off existing loyal customers.
Their website currently lists 7 different credit cards, one of which is simply called the "Royal Bank Credit Card".
It lists the benefits of no annual fee and no foreign currency transaction fees.
I have the same "Royal Bank Credit Card" which I have had since 2006 and have to pay foreign currency transaction fees, and in fact had to pay a total of £108.36 of these fees last year.
When I queried why I was being charged these fees when it was exactly the same card, I was told that mine's was a "legacy" card and therefore had to pay the fees.
In other words, if you're a new customer with no history of ever having banked with RBS you can benefit from no currency fees, but if you'e a loyal customer (I've had a current account with RBS for 46 years), you're not eligible and they can gladly rip you off.
I asked if I could switch from my "Royal Bank Credit Card" which charges these fees to the "Royal Bank Credit Card" which doesn't charge them, and was told it was simply not possible.
My circumstances recently changed and I have retired with a small company pension but most of my income comes from interest earned from bonds and ISAs which RBS says don't count as regular income, and have therefore told me I'm not eligible for the "Royal Bank Credit Card", a credit card that I basically have already had for 20 years and pay off in full every month!

i can not log in. they think they are mi5 trying to stop sophisticated spies. somebody should sue them for not managing to get into their online account which can cause all sorts of problems. burks

I wanted to leave a review to recognise two members of staff who helped me during a very stressful account review process.

Sophie was patient, supportive, and took the time to explain things clearly. She treated me with respect and understanding, which made a big difference when I was feeling anxious.

Michael was also helpful in making sure the situation was properly understood and reviewed. I appreciate the time taken to look into everything thoroughly.

Situations like this are never easy, but good staff support really matters — and I’m grateful for the help I received.

Just tried to resolve an issue with Cora the RBS online chat bot. It couldn't understand at all what I was trying to say (a fairly simple issue). Other companies will pass you directly on to a human if requested, but Cora tells you to log in to the Digital Bank to do that. It also said I would need a OTP, even though I was trying to tell them that I have trouble getting a OTP because of poor mobile signal where I live, and RBS will not accept a landline number for an OTP. (I don't know why not, National Savings send me a OTP via my landline).

Cora, the automated chat is a total waste of time, shockingly useless

20 days to get a replacement debit card

I find RBS as a great bank and they do everything I need. Thanks

Have been a loyal customer for over 30 years, now when I need some assistance to recover money from an online purchase which I now know was a scam there has been zero assistance. Followed the retail dispute process and now 2 weeks have gone and still nothing. Tried to email, speak to someone about my dispute and still no progress. We also use RBS for our business banking so seriously thinking of taking our custom elsewhere. When did they become so bad?

I notified my bank that I was going overseas for a prolonged period of time. In branch they showed me how to let them know on the banking app., which I did for a ninety day period. I have used the app., to transfer funds to one of my payees four times whilst overseas on the same trip. Now today 02/10/2026, I tried to open mobile app. using normal procedure of fingerprint. When I clicked the app., got a message asking if I was registered for. mobile banking, which obviously I am, otherwise I would not of been able to do the four transaction transfers that I have. I went through the procedure of logging in, input all the security details requested, then they said they'd send a one time code to my number ending in 180. Hmm🤔, well I have deactivated that number whilst out of the UK because I wouldn't be using the said number or paying the monthly subscription or roaming charges. So now I'm 5,000 miles from the UK with no access to my funds in my bank account. Got the usual Cora machine apologies, which doesn't mean anything, I'm the one 5,000 miles abroad and with no way of accessing funds from my account. WORST BANK I HAVE EVER COME ACROSS. Lesson learnt, never have a bank account with either RBS., or NatWest, same bank and absolutely useless, both of them. I've uprated my * rating to two because all the problems I have stated here, at least on RBS WhatsApp they gave me a phone number to contact for emergencies, which I did and they transferred some funds from my account to one of my payees, who then forwarded it to a foreign bank account so I could access cash and not carry on worrying about how I was going to cope with no access to my online banking, through the mobile app. Also I was not aware that usage of the mobile app., even after years of use, if you change your phone number to a foreign countries network, the app., ceases to let you use it. They did correct this with a ten minute call to the UK and updated to my new foreign number, so that in three normal working days I will be able to use the app., again for my banking. Very stressful being five thousand miles from the UK and not knowing how to get access to my online banking.

Near impossible to get help. The cora service is useless, and following this you get put into a queue but no there is no indication on queue position. Going into branch is a lucky draw, not every staff member can help open new accounts.

I have had the misfortune of being an RBS customer for longer than I care to remember. They still continue to amaze me with their gross incompetence. I wrote a post-dated cheque for over £1000 for the deposit for the installation of a new boiler. The heating engineers unfortunately banked it days before the date written on the cheque. RBS's useless system cashed it anyway, leaving me heavily overdrawn and unable to use my debit card. I am a vulnerable customer and this just beggars belief - or would do, if it weren't RBS.

Having issues with this bank, when i use my card online it always goes to approve transaction so I go to my app, then when I go back to the page im buying from its not gone through, ive had payments seemingly go through but cancelled, I cant use the coop groceries with this card it takes the money out but leaves everything in the basket and no shopping ordered, so i had the runaround phoning the co op
ive thankfully a BOS account so im using that now to pay online,

now my savings account doesnt let me save more than a set amount which is new and I wasn't told about this happening until they moved money out of it.

Very disappointed in the complaints team, I have never had an issue with rbs but I’ve had issues the last two months and 2 complains haven’t been dealt with ones is 50 days old
Been told I will recieve a phone call by Friday
No chance