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How to Complain to Royal Bank of Scotland
RBS says you can complain through its mobile app, its digital assistant, an online form (for non-customers), by phone on product-specific lines, by post or in a branch. It says it acknowledges more complex complaints within five working days and keeps you updated during the investigation. If it is not put right, you can take it to Financial Ombudsman Service.
At A Glance
Guide Disclaimer
Free guide only. Complaints about banks, cards, loans and insurance are regulated financial matters, so we give free information and letter templates here but do not take these on as cases. We cannot tell you whether you are eligible for a refund or compensation.
CPUK is not authorised or regulated by the Financial Conduct Authority and is not a claims management company.
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Royal Bank of Scotland
How to Complain
RBS says you can complain through its mobile app, its digital assistant, an online form (for non-customers), by phone on product-specific lines, by post or in a branch. It says it acknowledges more complex complaints within five working days and keeps you updated during the investigation. source
When You Can Escalate
If a complaint is unresolved after eight weeks, or you are unhappy with the outcome, you can go to the Financial Ombudsman Service, within 6 months of RBS's letter (company's wording). Scheme: Financial Ombudsman Service. source
Tricked into Paying (APP Scams)
The Reimbursement Scheme
If you were tricked into making a UK Faster Payments or CHAPS bank transfer (an 'APP scam'), the scheme covers payments made on or after 7 October 2024. It covers individuals, very small businesses and charities. source
Maximum Payout
The maximum reimbursement under the scheme is 85,000 pounds, although a firm may choose to pay more. You must report the fraud within 13 months of the payment, but you should report it as soon as possible. source
How Fast Your Bank Must Pay
Your bank should reimburse you within 5 business days of your claim. It can pause that clock while it gathers information, but it must reach a decision within 35 business days. source
The Excess
A bank may apply an optional excess of up to 100 pounds, or none. It cannot apply the excess to a vulnerable customer. source
When You May Not Be Reimbursed
You may not be reimbursed if you were complicit in the fraud or grossly negligent, which the Payment Systems Regulator says is a high bar. The gross negligence exception does not apply to vulnerable customers. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGo to Financial Ombudsman ServiceOr sooner if Royal Bank of Scotland sends a final (deadlock) response
- 13 monthsReport an APP scam or unauthorised paymentWithin 13 months of the payment, but as soon as possible
- 5 business daysBank transfer scam reimbursementWithin 5 business days of your claim, up to 35 business days if the bank needs more information
- Next business dayUnauthorised payment refundBy the end of the next business day
- £85,000Maximum bank transfer scam reimbursement85,000 pounds, for payments from 7 October 2024
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Royal Bank of Scotland in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Royal Bank of Scotland Complaints
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
If you have been scammed, call your bank straight away. Rules from 7 October 2024 mean most banks must refund bank-transfer scam victims, up to £85,000, if you claim within 13 months of the last payment.
If you paid for goods or services by credit card (over £100 and up to £30,000) you may be able to claim from the card provider under Section 75. For debit cards, ask about a chargeback.
Ask for a final response in writing. You have 6 months from the date of that final response to go to the Financial Ombudsman Service.
Consumer Protection UK is independent and is not connected to Royal Bank of Scotland. This guide uses information published by Royal Bank of Scotland and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
We do not take these complaints as cases, but our free letter templates can write your complaint for you, and Financial Ombudsman Service is free.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- rbs.co.uk/support-centre/how-to-complain/complaints-contacts.html Checked 4 October 2026
- financial-ombudsman.org.uk/consumers/how-to-complain Checked 4 October 2026
- psr.org.uk/information-for-consumers/app-fraud-reimbursement-protections Checked 13 October 2026