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Help Point

Help Point

Working hard to put things right


Latest information

Will I be charged?


We are refunding charges and fees on customer accounts that were affected during the incident period, 19 June to 6 July. Affected customers will start to see refunds applied to their account(s) from Friday 3 August.


Bank statements and transactions explained

Why does my statement show CALL REF NO?


If you make a payment or transfer using online or telephone banking a unique CALL REF.NO.XXXX is assigned to all the transactions made during that session.

When an online or telephone banking transaction is initially debited from your account the call reference number will show as the transaction description on your statement. Once our systems complete processing of the transaction a full description will be displayed on your statement as well as the call reference number. The full description for these transactions is normally available by the next working day.

You may notice some call ref numbers showing as 0000, the CALL REF.NO.0000 is a Transfer/Payment made using our mobile banking app.

Are more details available for the transactions shown on my mini-statement?


The mini-statement shown on the Account Summary page of online banking displays the last 6 transactions on your account. Each transaction has a basic description against it to give you an indication of what the transaction was for.

You can however see a full description of the transactions by viewing your bank statement. To view your statement you can either select the 'View full statement' button under your mini-statement or by selecting 'Statements' from the main menu followed by 'View transactions'.

Note: If you hover your mouse cursor over the transaction on your mini-statement a more complete description will be displayed as a tool tip if it's available.

What do the 3 letter abbreviations mean e.g. ATM?


These are the most common abbreviations for transaction types that may be shown on your bank account statement.

ATM - Automated Teller (Cash) Machine
BAC - Automated Credit
BGC - Bank Giro Credit
BSP - Branch Single Payment
CDM - Cash & Deposit Machine
Charge - Previously displayed as CHG
CHP - Payment by CHAPS transfer
CHQ - Cheque
CUI - Centralised Unpaid In (Unpaid Cheque)
CWP - Cold Weather Payment
D/D - Direct Debit
DIV - Dividend
DR - Account Overdrawn or Debit Item
DWP - Department for Work and Pensions
ERTF - Exchange Rate Transaction Fee
IBP - Inter-Branch Payment
INT - Interest
ITL - International
NDC - Non Dividend Counterfoil
OTR - Online Banking Transaction
POC - Post Office Counters
POS - Point of Sale/Debit Card Transaction
S/O - Standing Order
SBT - Screen Based Transaction
TEL - Telephone Banking
TFR - Transfer
TLR - Teller Transaction


Stay safe online

What should I do if someone asks me for my PIN or password?


Given the technical issues that we have been experiencing we would like to remind you about some security issues around your PIN and passwords. We will never contact you and ask you to provide these details.

If you are in any doubt please contact us. More information is available from our Security Centre.


Resolving your problem

If you have an urgent enquiry, or want to make a complaint, please either:

Call us

Jersey - 01534 285200
Guernsey - 01481 710051
Isle of Man - 01624 646464
International - +44 (0)1534 285200

Visit us in person


Other common questions

How will I know if an email I get is from the bank?


For full details on how to stay secure online please read our security guides.

I'm not a RBS International customer but I've been impacted?


We recognise this issue has impacted more than just our own customers for which we apologise. In the first instance we recommend you contact your bank to let them know what's happened. They will be able to advise how they can help.

Will my credit rating be impacted?


There should be no adverse impact to credit ratings as a result of this incident.

How do I make a complaint?


You can make a complaint by completing the following online form.

What was the root cause, and how can you guarantee this will not happen again?


We are currently fully focused on resolving all issues relating to this incident. On resolution of these, we'll turn our focus to reviewing all our processes and actions connected with the cause of the incident to help us learn from it and prevent future issues.