How to complain

Tell us if you're not completely happy with our service

We do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right.

When that happens, we always encourage you to tell us about your complaints, so that we can put matters right.

We want to:

  • make it easy for you to tell us about your complaint;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay;
  • make sure you are satisfied with how your complaint was resolved.


If you're not satisfied with any aspect of our service or products, you can tell us about your complaints in the following ways:

  • In person - Visit any of our branches and speak to one of our staff.
  • In writing - Address your letter to The Manager of your branch or your Relationship Manager.
  • By telephone - Use your usual number for contacting the Bank.
  • Email - For security reasons, please do not include additional personal information. We will respond to your email by telephone or letter for the same reason.

Our aim is to address any complaints as soon as possible and within the regulatory guidelines. The timescales we adhere to are:


Five days

If we have been unable to resolve your complaint by the end of the following business day, we will write to you within five business days to:

  • acknowledge receipt of your complaint
  • tell you who is dealing with your complaint
  • tell you how long we expect to take to resolve it
Four weeks

In the majority of cases, we will be able to resolve your complaint within four weeks.

If we have not resolved it within four weeks, we will contact you to explain why and tell you how much longer we expect it will take to resolve.

Eight weeks

In exceptional circumstances, where your complaint is particularly complex, matters may take longer than eight weeks to resolve. If this occurs, you will be advised in writing what investigation has taken place and you will be provided with a reason as to why the complaint has not been resolved.

Additionally, you will be provided with a realistic timescale as to when a final response can be expected.


Investments and payment protection insurance


Our Customer Service Team are a specialist team who deal with investment and insurance related complaints. They conduct an independent review, collating information from several areas including your file and the product providers. It may also be necessary to ask you to provide more information. The team will acknowledge your complaint in line with the above timescales.

If you are not happy with the results of the review we hope that you would let us know. However, Isle of Man customers whose complaint relates to an event after 20 April 1999 have the right to contact the Isle of Man Financial Services Ombudsman Scheme ('the Ombudsman').

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority.

However, if you're not satisfied with our action or explanation you can ask for your case to be reviewed at a higher level within the Bank.

Our Customer Service Team are a specialist team who will need to investigate your complaint fully and therefore will aim to reply within 2 weeks from the date you contact us. If the investigation is likely to take longer, they will keep you fully informed of progress.

You can write to the Head of Customer Service at the addresses shown below. Please quote your account number, branch sort code, details of your complaint and what you would like the Bank to do to resolve it.

Personal customers

Head of Customer Service
PO Box 678
23-25 Broad Street
St Helier
Jersey
JE4 8PD

Corporate customers

Head of Service
Corporate Banking
Royal Bank House
2 Victoria Street
Douglas
Isle of Man
JE4 8PD
IM99 1AN

The Financial Services Ombudsman Scheme


RBS International in the Isle of Man is a member of the Ombudsman Scheme and if we cannot reach agreement with you, we will send you a 'final response letter'. This will clearly set out RBS International's position with regard to your complaint and will also advise you how to contact the Ombudsman to request them to review your case if you feel it appropriate.

The Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator. The Ombudsman can deal with complaints about most types of banking business. However, they must be a private individual.

There are certain types of complaint the Ombudsman cannot deal with, including the following:

  • a mistake that has not caused financial loss, material inconvenience or material distress
  • matters that have been (or are being) dealt with by a court
  • the way the banking system operates
  • the way in which the Bank used its commercial judgement - for example, whether or not to give someone an account, a loan or a Credit card - and the terms applied unless there was a maladministration. (Maladministration includes material mistake, undue delay, improper discrimination or failure to follow proper procedures)
  • fees or interest that are changed properly under the terms of the account

If you wish to ask the Ombudsman to review your complaint the address to write to is:

The Financial Services Ombudsman Scheme
Government Building
Lord Street
Douglas
Isle of Man
IM99 1AN
IM1 1LE