Investors FAQs

The Royal Bank of Scotland Group plc
36 St Andrew Square
Edinburgh
EH2 2YB

Computershare Investor Services PLC
The Pavilions
Bridgwater Road
Bristol
BS99 6ZZ
Tel: +44 870 702 0135
Fax: +44 870 703 6009
Contact Computershare

Over the last few years many companies have become aware that their shareholders have received unsolicited phone calls or correspondence concerning investment matters. Shareholders are advised to be very wary of any unsolicited advice, offers to buy shares at a discount or offers of free company reports. Please see the FSA's website for more details.

Please visit Group results and presentations.

RBS Group reports quarterly with announcements covering the three months to 31 March, 30 June, 30 September and the full year to 31 December. Please see Group results and presentations and Events calendar.

Yes, you can! As part of our commitment to the environment, we aim to reduce the number of printed copies of our documents by making them available online in accessible electronic formats. You can read online or download our latest or historic annual reports via our Annual Reports page.

Better still, how about signing up to receive reports electronically in future? Register now to receive electronic communications; manage your shareholding on-line; downloading relevant forms and information packs. As part of the login process, you'll require your Shareholder Reference Number (SRN) which can be found on your share certificates or other shareholder communications.

If you'd still rather receive a printed copy by post, please contact our registrars Computershare either via the Company meetings, events & reports section of their website or by email request ukcsbrsannualreports@computershare.co.uk .

Our Sustainability report is contained within our Sustainability pages. You can also download a copy from the Sustainability reporting library.

For information on both upcoming and past AGMs please visit Shareholder meetings.

The AGM is your opportunity to become directly involved in certain company decisions. You will be asked to vote (either in person or by proxy) on important matters and you may also ask questions about them of those present.

Yes it is! You can sign up for electronic communications by logging on to your account. As part of the login process, you'll require your Shareholder Reference Number (SRN) which can be found on your share certificates or other shareholder communications.

If you sign-up to receive electronic communications, you will receive an e-mail in advance of the AGM with links to where you can view the all relevant documents relating to the AGM. This will include a link to enable you to submit your proxy vote electronically.

If you are unable to attend the AGM you may still cast your vote on all the resolutions, by completing and returning the proxy form sent to your registered address by the deadline indicated.

Alternatively, you can vote electronically using the Shareholder Reference Number (SRN) and PIN as detailed on the proxy form or included in the e-mail sent to you before the meeting, if you have signed-up to receive electronic communications.

Casting your vote either electronically, or by proxy, will not prevent you from attending and voting at the AGM.

For a summary of the impact the resolutions had on your existing shareholding, please read the 2012 AGM shareholder FAQs (pdf 58KB).

Do not regard this note as a substitute for reading the full AGM documentation. Please read this in conjunction with the 2012 Letter to shareholders (pdf 270KB) and your personalised Form of Proxy.

On 15 June 2012 new share certificates were issued to all shareholders who held their shares in certificated form on 1 June 2012.

If you have not received your new share certificate please contact our Registrar on +44 870 702 0135 to arrange for a replacement. You will then be sent a Letter of Indemnity which must be completed to obtain a replacement certificate, together with a covering letter which will assist with completion of the Indemnity and any further details.

Please see equity ownership and statistics for information on the structure of our issued ordinary share capital.

Our ordinary shares primary listing is on the London Stock Exchange. Our ticker is "RBS LN" and the ISIN identifier is GB0007547838.

We also have two secondary listings:

Euronext Amsterdam - ticker "RBS NA" - ISIN identifier is GB0007547838
New York Stock Exchange (ADR facility) - ticker "RBS US" - ISIN identifier is US7800977214.

For further information on the New York Stock Exchange listing, please see the ADR FAQs below.

Please use our share price chart tool to view historic share price information for ordinary shares and compare our share price to a variety of indices.

They may be bought or sold through a share dealing service or stockbroker. RBS Sharedealing Services offers this service and also provides a discount for our shareholders.

You may buy RBS ordinary shares listed on the London Stock Exchange in the US through a broker. Alternatively, we now have both ordinary and preference share American Depository Receipts (ADR) that trade on the New York Stock Exchange.

More information about our ADR shares and preference shares is available on-line.

If you have changed your name you may download a change of name form from the Managing Your Shareholding page. Please complete the form and return to our Registrar via registered post. Please enclose a copy of your marriage certificate, in the case of marriage, or in other cases a copy of the legal document confirming your name change together with your share certificate(s) for amendment.

If you hold shares within a CREST account you should contact your CREST Administrator who will update your address through CREST Co.

If you have changed your address, you can now update this online or you can download a change of address form from Managing Your Shareholding. Once the form is completed, please return it to our Registrar via registered post. Please provide both your old and new address.

If you hold shares within a CREST account you should contact your CREST Administrator who will update your address through CREST Co.

You can check the number of shares you hold online, just log in to your account. As part of the login process, you'll require your Shareholder Reference Number (SRN) which can be found on your share certificates or other shareholder communications.

If you lose your share certificate please contact our General Registrar to arrange for a replacement. You will then be sent a Letter of Indemnity which must be completed to obtain a replacement certificate, together with a covering letter which will assist with completion of the Indemnity and detail the costs involved.

Please inform our Registrar by sending a copy of the death certificate together with a certified copy of the Grant of Representation. The name of the deceased's personal representative will be substituted on the share register while the estate is finalised.

Further information in connection with obtaining a UK Grant of Representation may be obtained from the following address:

Principal Registry, Family Division, First Avenue House, 42-49 High Holborn, 7th Floor, Holborn, London, WC1V 6NP. Tel: +44 20 7947 6939.

We are aware that shareholders who hold a small number of shares may be retaining these shares because dealing costs make it uneconomical to dispose of them. ShareGift, the charity share donation scheme is a free service operated by The Orr Mackintosh Foundation (registered charity 1052686) to enable shareholders to donate unwanted shares to charity. Should you wish to donate your shares to charity in this way you should contact ShareGift for further information:

ShareGift, The Orr Mackintosh Foundation, 17 Carlton House Terrace, London, SW1Y 5AH, Tel:+44 20 7930 3737, www.sharegift.org

Yes, it is possible to transfer your shares. To do this you should complete a stock transfer form. Please visit managing your shareholding to download a stock transfer form. Please complete and return it to our General Registrar along with your share certificate via registered post.

Yes, you can! To sign up to receive information electronically, register now. As part of the login process, you'll require your Shareholder Reference Number (SRN) which can be found on your share certificates or other shareholder communications.

Please see Ordinary share dividends.

For summarised information on the preference shares see preference shareholders. This may not include all the information you need in relation to these shares and you may wish to consult the prospectus for the relevant issue for more details.

The prospectus supplement for each issue of preference shares since 2000 is available from preference shareholders. If you require a prospectus for one of our preference or other share issues which is not available on our website, please contact us.

We cannot give tax advice. Please consult your tax advisor or attorney.

The redemption provisions for preference shares are summarised in preference shareholders. On any business day or after a specified date in respect of each issue of our preference shares, such shares may be redeemed at RBS's option, subject to the provision of applicable notice to holders, which is generally 30 to 60 days.

If you have a query relating to share certificates, dividends or personal details please contact our General Registrar.

If you have a specific Investor Relations enquiry, please contact one of the Investor Relations team.

If your question is not related to investor relations (for example complaints and press queries) please use the further contact information.

An ADR is a negotiable US certificate representing ownership of shares in a non-US corporation. ADRs are quoted and traded in US dollars in the US securities market. Also,the dividends are paid to investor in US dollars. ADRs were specifically designed to facilitate the purchase, holding and sale of non-US securities by US investors, and to provide a corporate finance vehicle for non-US companies.

US investors generally prefer to purchase ADRs rather than ordinary shares in the issuer's home market because ADRs trade, clear and settle according to US market conventions. One of the main advantages of ADRs is the facilitation of diversification into foreign securities. ADRs also allow easy comparison to securities of similar companies as well as access to price and trading information, if listed. ADR holders also appreciate dollar dividend payments and receiving corporate action otifications.

The Bank of New York. The depositary bank plays a key role in the process of issuance and as cancellation of ADRs. It also maintains the ADR holder register and distributes the dividends in US dollars.

If you are interested in buying RBS ADRs, please contact your broker or other investment advisor professional. In addition, if you are a GlobalBuyDIRECT participant,you can buy RBS ADRs through the GlobalBuyDIRECT program of The Bank of New York.

This is not, however, an offer to purchase RBS ADRs.

If you are a GlobalBuyDIRECT participant The Bank of New York's ADR department can provide information on your ADR holdings. If you are a registered ADR holder, please visit www.stockbny.com and click on "Individual Account Access". For those holders who are not registered because their shares are held through a "street name" (nominee account), please contact your broker for information on your ADR holdings.

Up-to-date share price information for RBS ADR ordinary shares can be accessed via the our share price information page.

A registered holder is one whose name appears on the books of the depositary. The registered holder is considered the owner of the record. A beneficial holder is one whose holdings are registered in a name other than his or her own, such as the name of a broker, bank or nominee.

Dividend dates for ordinary share ADRs will be consistent with those of RBS ordinary shares.

Dividend dates for ADR ordinary shares will be consistent with those of RBS ordinary shares. All ADR ordinary share dividends are payable in US dollars.

RBS files annual, semi-annual, and special reports alongside other information with the Securities and Exchange Commission (SEC). Please visit the SEC filings page to view our latest filings. You may also read and copy any documents that RBS file with the SEC at the Public Reference Room, 100 F Street, N.E., Washington, D.C. 20549, USA or call the SEC on 1-800-SEC-0330 for further information on the Public Reference Room. The SEC website http://www.sec.gov is another arena containing the reports and other information that RBS have filed in electronic format.

If you are a GlobalBuyDIRECT participant The Bank of New York's ADR department can provide information on your ADR holdings. If you are a registered ADR holder, please visit www.stockbny.com and click on "Individual Account Access". For those holders who are not registered because their shares are held through a "street name" (nominee account), please contact your broker for information on your ADR holdings.

If you wish to convert London Stock Exchange-listed ordinary shares into ADR ordinary shares you should instruct your broker to contact the ADR Broker Desk at The Bank of New York. Contact details can be found below:

Email: shrrelations@bnymellon.com, Tel: Toll free in USA 1-866-259-2287. International calls +1 201 680 6825

Further information relating to the RBS ADR program can be found on BNY Mellon's website.

The ratio is 1:2. 1 ADR represents 2 ordinary shares.