How to complain

Let us know if you're
not completely happy
with our service

At the RBS International we do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right first time.

Tell us, and we'll do our very best to put it right.


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

  • Visit a branch - visit any of our branches and speak to a member of staff. Most of our branches are open from 9.15am - 4.45pm Monday to Friday (9:30am on Wednesdays).
  • Write - address your letter to the Branch Manager or your Relationship Manager.
  • Telephone - use your usual number for contacting RBS International. If you have access to our telephone banking service our Advisers are available at all times.
  • Email - for security reasons, please do not include additional personal information. For this reason, we will usually respond to your email by telephone or letter.

We aim to solve your complaint straight away. However, if we have not been able to resolve your complaint the end of the following business day, we will write to tell you:

  • Why we have not yet resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

In the majority of cases, we will be able to resolve your complaint within two weeks. If we have not resolved it within two weeks, we will contact you to update you on progress and tell you how much longer we anticipate it will take.

Complex complaints

We will keep you informed of progress until your complaint has been resolved. In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve. If this is the case, your complaint may be passed to our Enterprise Risk Department who will continue to try to resolve it.

In the unlikely event we cannot reach agreement with you by the end of twelve weeks, we will send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.

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

If you're not satisfied with our action or explanation, the member of staff dealing with your complaint will be happy to discuss your complaint further.

Reviewing your complaint - our Customer Relations Unit


Our Customer Relations Team is a specialist team who will investigate your complaint fully and aim to reply within two weeks of the date you contact us.

If the investigation is likely to take longer, they will keep you fully informed of progress.

Contacting the Customer Relations Manager


When you contact us, please quote your account number, branch sort code, details of your complaint and what you would like us to do to resolve matters.

Write to:

Head of Customer Relations,
Customer Relations Team,
NatWest,
PO Box 87,
Douglas,
Isle of Man,
IM99 3HS

What to do if we can't reach agreement together


The Royal Bank of Scotland is a member of the Financial Ombudsman Service.

Our aim is to resolve all complaints internally. However, if we can't reach agreement with you, our Customer Relations Unit will send you a 'final response' letter. This letter will clearly set out the Royal Bank of Scotland's position in relation to your complaint.

However if you are not satisfied with our suggested resolution, or if twelve weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

About the Isle of Man Financial Ombudsman Service


The Isle of Man Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

Contact the Isle of Man Financial Ombudsman Service


  • Write - The Financial Services Ombudsman Scheme for the Isle of Man, Government Buildings, Lord Street, Douglas, Isle of Man, IM1 1LE
  • Call - 01624 686500