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CB Banks Royal Bank Of Scotland [RBS]
Royal Bank Of Scotland [RBS]

Royal Bank Of Scotland [RBS] review: Account

S
Author of the review
6:38 am EST
Verified customer This complaint was posted by a verified customer. Learn more
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This review was chosen algorithmically as the most valued customer feedback.

07 November 2025

Complaints Team
Royal Bank of Scotland

Dear Sir or Madam,

Re: Formal complaint about account access and lack of appropriate support — Account name: Stewart; Account number: 00286614; Sort code: 83-18-20

I am writing to make a formal complaint about how my account was handled while I was receiving psychiatric care for schizoaffective disorder. I was admitted to psychiatric care on 26/09/2025 and, during and after that admission, I required reasonable adjustments and support from RBS to access my funds and manage essential payments.

Summary of events and impact
- On [date you first contacted RBS about this while admitted or immediately after discharge] I contacted RBS (by phone/branch/online) to explain I was under psychiatric care and to request assistance with regaining access to my account.
- I informed staff that I have schizoaffective disorder and that staff at [name of hospital/ward or community psychiatric team] would support any identity or verification steps; I requested reasonable adjustments such as a named contact for correspondence, acceptance of hospital paperwork, or extra time for verification.
- Despite this, RBS declined or failed to provide the support I requested and did not accept the documentation offered by my care team. Staff responses included: [brief factual summary of what staff said or did; e.g., "told me I must attend branch in person" or "closed my account without notice"].
- As a result I was unable to pay essential bills and prescriptions, incurred missed payments and additional charges of £[amount] (if applicable), and experienced significant distress and deterioration of my mental health while in and after treatment.

Remedy requested
- Reinstate full access to my account immediately and remove any blocks that remain in place.
- Refund any fees, charges or losses arising directly from your refusal or delay in providing reasonable adjustments — currently totalling £[amount] (if applicable).
- Provide a written apology acknowledging the failure to make reasonable adjustments for a customer in psychiatric care and explain why my care documentation was not accepted.
- Confirm the steps you will take to ensure customers in psychiatric care receive appropriate, trauma‑aware handling and provide the contact details of a named complaints or vulnerability lead I can use in future.

Please treat this as a formal complaint and acknowledge receipt in writing. Tell me the name and contact details of the person who will handle my complaint and when I can expect a substantive response. If I do not receive a satisfactory response I will consider escalating this to the Financial Ombudsman Service and other appropriate channels.

Yours faithfully,
Stewart
37 Galapark court
galashiels
selkirkshire
TD1 1HA

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  1. Royal Bank Of Scotland [RBS] Contacts

  2. Royal Bank Of Scotland [RBS] phone numbers
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    More phone numbers
  3. Royal Bank Of Scotland [RBS] emails
  4. Royal Bank Of Scotland [RBS] address
    36 St Andrew Square, Edinburgh, Scotland, Lothian, EH22YB, United Kingdom
  5. Royal Bank Of Scotland [RBS] social media
  6. Laura
    Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 10, 2025
  7. View all Royal Bank Of Scotland [RBS] contacts
Royal Bank Of Scotland [RBS] Category
Royal Bank Of Scotland [RBS] is ranked 75 among 399 companies in the Banks category
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