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Make a complaint online

We’re sorry you feel the need to complain.

If you complete this form we will investigate your issue to try and put things right for you. We will call you as soon as we can to discuss your complaint further, this will help us resolve things quicker, please provide your contact details and the most appropriate time for us to call you.

We will do our best to call you at the requested time.

If you have previously raised a complaint and are looking for an update or would like to provide us with further information relating to your concern please refer to the contact details provided to you in the text or letter you have received from us.

Our telephony service teams are available 24 hours a day if you want to discuss your issue with us right now, please call us

Please note we are unable to deal with queries about transactions you do not recognise through this online form. Please call us on the appropriate number.

Your details:

This will enable us to make sure we have the correct information so that we can keep you informed.

The information you provide will be used for the purposes of this complaint only.

Contact Information

Sometimes we may need to contact you for further information so that we can resolve your complaint as quickly as possible. Please provide up-to-date contact information and we will try to contact you at a time most convenient for you.

Please note, our calls may appear as ‘private’, ‘unknown’ or ‘withheld’ on certain handsets

What is your complaint about?

Please describe your issue and provide us with information on when this happened and how you have been affected so that we can accurately understand your complaint and investigate how we can put things right for you.

Complaint details

Please let us know how this has impacted you

We will be in contact with you within 5 working days of your complaint being registered with us.


Please note that RBSG will never contact you, or ask anyone to do so on our behalf, with a request to disclose your Security Details in full. If you receive any such request from anyone (even if they are using our name and logo and appear to be genuine) this it is likely to be fraudulent and you must not supply your security details to them in any circumstances. You should report any such requests to us immediately.

What information do we need and why

To help us investigate and resolve your complaint, please provide the following:

  • Your name and address
  • Your account details and what it relates to
  • When your issue occurred
  • A description of your complaint
  • How you have been affected by this
  • A contact number and a convenient time to contact you

Why we need this information:

  • This will help us to understand your issue and what has gone wrong to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint
  • Your contact details will help us to get a hold of you if we need to discuss your complain or require further information

(Please note - our calls may appear as 'private', 'unknown' or 'withheld' on certain handsets)

We’re here to help

A member of our team will deal with your complaint

Making a complaint

What happens next?
To find out what happens after we receive your complaint download this guide to our complaints procedure.

Download an application form

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