Royal Bank of Scotland For 10 to 49 Employees

The below comments were given by respondents who gave the bank a medium overall score (see glossary for more details).

• "Considering we have been a customer of theirs since we opened up and we are still with them says something." Scotland; Professional, Scientific and Technical Activities
• "We are quite happy with it." Northern England; Construction
• "Reasonable service." Northern England; Professional, Scientific and Technical Activities
• "They are slow." Southern England; Real Estate Activities
• "Overall, the service is fine. I cannot access my bank directly. I have to go through another bank, which is very inconvenient and costs me money." Southern England; Other Service Activities
• "Adequate." Scotland; Construction
• "Adequate." Northern England; Manufacturing
• "[They're] satisfactory." Scotland; Other Service Activities
• "It is actually good. It is fine." Northern England; Real Estate Activities
• "The service I receive from the RBS is very average." Scotland; Construction
• "It provides all the services I need." Southern England; Professional, Scientific and Technical Activities
• "I get excellent service from RBS." Scotland; Professional, Scientific and Technical Activities
• "We have a relationship manager who looks after out account, and he is first-rate." Northern England; Manufacturing
• "You get a personal bank manager who keeps in contact, which is rather good. We reviewed the charges, [and] they reduced them without an argument, which was good." Northern England; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "It's okay." Scotland; Accommodation and Food Service Activities
• "Very proactive, good all round service." Northern England; Administrative and Support Service Activities
• "Absolutely excellent." Northern England; Human Health and Social Work Activities
• "We only use it as [an] online service. They pretty much do what we want them to do so on that aspect they are fine." Southern England; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "They are responsive and as helpful as they can be." Southern England; Manufacturing
• "Not very proactive at all. Mostly keep themselves to themselves." Northern England; Financial and Insurance Activities
• "The personal service through the personal relationship I have built up with my manager is very important. Because it is good relationship, I feel I have some personal service which is important, and they understand our business." Northern England; Manufacturing
• "Fair and professional." Southern England; Other Service Activities
• "Probably adequate. It does what we need it to do. I don't think it's any better than any other bank." Scotland; Manufacturing
• "Helpful most of the time." Scotland; Professional, Scientific and Technical Activities
• "We don't have much contact with them, to be honest. Neither [do I] think [they] do anything well or not so well." Scotland; Human Health and Social Work Activities
• "The credit card service is not good. Not very helpful on the phone. They are the only people I deal with." Southern England; Arts, Entertainment and Recreation
• "They provide all the services we require." Northern England; Manufacturing
• "Provides very good service, and local branch and town. Commercial division." Scotland; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "Their bankline package is very user friendly, and their staff are very knowledgeable and helpful." Northern England; Manufacturing
• "I think their support is very personal. The communication is very easy. Their response and decisions are pretty quick." Northern England; Other Service Activities
• "Not a problem. Only thing is no local branch." Wales; Professional, Scientific and Technical Activities
• "They're fast. Generally reliable. Responsive, not proactive." Southern England; Education
• "The Internet banking is easy to use." Northern England; Professional, Scientific and Technical Activities
• "Overpriced. Underachieving. Not very helpful." Scotland; Manufacturing
• "Satisfactory to good. They just seem to do what we expect from a bank. One added bonus is when we go in it is quick service." Southern England; Information and Communication
• "The service can be quite poor at times. Not enough staff when you go into the branch. Mistakes get made. I have been disappointed with the service in the last 3 years. It's gone downhill." Scotland; Accommodation and Food Service Activities
• "They are very helpful, but I object to [the]overdraft rate for size of the business. High in comparison to previous rate for business of current size." Southern England; Human Health and Social Work Activities
• "Online is good. I like more of a personal contact with them." Southern England; Education
• "Very good. They're informative and listen to us. ]" Southern England; Information and Communication
• "We have used them for six months, and they act just as one could expect." Southern England; Mining & quarrying: Electricity, Gas and Air Conditioning Supply, Sewerage & Waste Management
• "[I] don't have any problems." Scotland; Transportation and storage
• "Fine. I haven't had any problems. We have been with them 5 years." Southern England; Arts, Entertainment and Recreation
• "Professional, flexible, and very good face to face service. They are not just someone on the other end of the phone." Northern England; Human Health and Social Work Activities
• "Always been satisfactory and helpful. No complaints." Southern England; Professional, Scientific and Technical Activities
• "Adequate." Southern England; Education
• "They have helped us with the banking that we have needed over the last fifteen to twenty years, and they have been considerate for our needs." Southern England; Accommodation and Food Service Activities
• "They generally do well in everything. Good customer service." Southern England; Information and Communication
• "They've been excellent. The only fall back we have had is that we found it very difficulty to work with the different parts of the bank. The IF part in tandem with NatWest bank, they seem to be disjoined. It makes it difficult for it to work well together, but the actual service is excellent." Southern England; Manufacturing
• "A bit slow in letting us know about issues we have." Southern England; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "They have quite a few data procedures. The payroll service is a bit outdates, and lacking control in the process. We're using their online platforms as well." Southern England; Financial and Insurance Activities
• "It's good." Southern England; Real Estate Activities
• "Expensive. I mean, we have looked at other banks and they're not really any better. We're in a small town in Ireland, and there are only three banks. So they're all much of a muchness." N Ireland; Professional, Scientific and Technical Activities
• "They provide all the facilities we need. They have good online banking, and their credit card facility is good." Southern England; Professional, Scientific and Technical Activities
• "As we are a new customer, all I can say is so far so good." Southern England; Other Service Activities
• "Adequate." Southern England; Human Health and Social Work Activities
• "They have a good personal touch if you need to speak to them about something, and they help you when they can." Southern England; Construction
• "I wouldn't speak of them too highly." Scotland; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "Fast in processing merchant cheques. They only take 2 days, whereas Metro takes 8 days." Southern England; Human Health and Social Work Activities
• "We don't have any particular arrangement with RBS, we just use some of the services, very specific services. For example, online payments. Whatever we are using is provided in a good manner, and we are not in a position to comment on other services." Southern England; Other Service Activities
• "Not willing to help much when you really want a loan." Southern England; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "Minimal." Southern England; Other Service Activities
• "They are generally good. Sometimes their reactions to requests could be quicker. Such as raising funds. It seems to take a while when businesses need you to be fairly reactive, proactive, but you end up waiting for your bank if you're not careful. They have been reasonably supportive, so I must not overly complaint." Northern England; Arts, Entertainment and Recreation
• "Easy to contact for a large bank. Excellent electronic banking." Northern England; Information and Communication
• "Up until very recently I didn't think they were very good. In the last year, things have vastly improved, but I believe that's because of Government policies." Scotland; Arts, Entertainment and Recreation
• "Sufficient for our banking needs. We were previously with Barclays, and there's not much between them to be honest." Northern England; Professional, Scientific and Technical Activities
• "Generally very good. The personal side of things is excellent, but their online banking can be challenging at times." Scotland; Human Health and Social Work Activities
• "The service I get is very good. However, I wanted to borrow some money a few years ago, but they wouldn't give it to me. I wonder is any banks in the UK are really that wonderful." Scotland; Construction
• "Out to screw you for every penny. Very unhelpful. Forcing you into things you do not want to do." Scotland; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "They do their job." Scotland; Construction
• "Very good. Great relationship with management, and very contactable with any help we need." Scotland; Manufacturing
• "Unimaginative, risk averse and almost like dealing with the government. They have now become a necessary evil." Scotland; Construction
• "They need to be prompted when we're looking for anything." Scotland; Arts, Entertainment and Recreation
• "It provides good, solid, local service." Scotland; Manufacturing
• "They do everything we ask them to do, and in a professional way." Northern England; Manufacturing

The below comments were given by respondents who gave the bank a low overall score (see glossary for more details).

• "We only use the credit card and haven't had problems with it. We used to bank with them and changed to Lloyds, that’s it." Southern England; Human Health and Social Work Activities
• "Very slow and not particularly efficient." Scotland; Real Estate Activities
• "They're not really good. They shut down [the] branch without telling us." Southern England; Construction
• "The actual service is good, but the end result was not, as the personal manager lost all authority to make any decisions." Southern England; Professional, Scientific and Technical Activities
• "We were reasonably satisfied, until about a month ago, when they changed the terms and conditions and now we're fairly dissatisfied." Northern England; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "Crap." Scotland; Construction
• "The business managers are appalling, and it's overly complicated." Northern England; Administrative and Support Service Activities
• "Poor. Not interested in me or my business, or any small business. They can't do anything right." Southern England; Mining & quarrying: Electricity, Gas and Air Conditioning Supply, Sewerage & Waste Management
• "Basically, these small businesses are suffering. Banks should look after their customers and try to solve their problems." Scotland; Arts, Entertainment and Recreation
• "They are very unresponsive. Whenever you ask them something you never get a reply. They seem uninterested in the business." Southern England; Mining & quarrying: Electricity, Gas and Air Conditioning Supply, Sewerage & Waste Management
• "They are misleading and expensive." Southern England; Wholesale and retail trade, Repair of motor vehicles or motorcycles
• "Customer relations are not very good with small business customers. They try to edge out small businesses." Scotland; Agriculture, Forestry and Fishing
• "It's very limited. As soon as they sign you up, as soon as they have you in, they change completely. After 3 years, when the free banking is over, they don't even want to know you. They have huge overdraft fees which are very unfair. There is no support. I don't have an account manager, just a random person that answers the phone." Scotland; Construction
• "We have trouble getting them to respond to requests." Scotland; Education
• "Just the bare bone really. When you want [something] they don't deal with it well. They are sometimes quite unhelpful. We have been with them 8 years and applied for a 20 grand loan. We were sent round loads of loops for 2 years with loads and loads of paperwork that asked a lot about my business. I was told it was a lot easier to apply for personal loan and transfer that over to the company. I shouldn't need to lie to bank to get the loan I wanted for my business. Also all this radio stuff saying they help businesses and people is absolute dog poo." Southern England; Administrative and Support Service Activities
• "They are old-fashioned. We get charged for getting change. Charging system can be improved. We also get charged for transferring money. They need to recognise businesses more." Scotland; Human Health and Social Work Activities
• "Not fit for purpose." Northern England; Mining & quarrying: Electricity, Gas and Air Conditioning Supply, Sewerage & Waste Management
• "Difficulty in talking to people, and difficulty in paying anything into the account." Southern England; Transportation and storage