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Can I still make a complaint?

 

Who can I speak to about this? 

The GRG complaints process closed to new complaints from eligible UK customers on 22 October 2018, and customers in the Republic of Ireland on 31 December 2018*. However, any customer who wishes to raise a complaint can still do so. These complaints will be reviewed by the bank’s Complaints Centre, not by the GRG complaints process, and there will be no option of appeal to the Independent Third Party. 

Please follow the standard complaints process for your brand:

If you have an existing complaint that is already being managed by the GRG complaints process team you can contact the GRG Customer Helpdesk by email or phone.

Email: GRGCustomerHelpdesk@rbs.co.uk

* There were some customers in the Republic of Ireland who were first informed of the GRG complaints process on 24 August 2018, and for these customers the GRG complaints process remained open until 31 August 2019.

Can I speak to my relationship manager about this? 

If you wish to speak to your relationship manager, you can do. However, for customers who still have a complaint or consequential loss claim being managed by the GRG complaints process there is no need for you to speak to your relationship manager. This is designed to be an independent process and our relationship managers have been told to direct any queries related to this complaints process to the GRG Customer Helpdesk.

The GRG complaints process is now closed to new complaints. However, any customer who wishes to raise a complaint can still do so. Please follow the standard complaint process mentioned at the top of this page.