Royal Bank Of Scotland [RBS] review: Account

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

View 0 more photos