Our ambition is to be number one for customer service, trust and advocacy. One of the most important services we provide is lending to customers - whether to small- and medium-sized enterprises (SMEs), personal customers or corporate clients.

  • Mortgage lending

    Helping a customer buy a home is one of the most significant things we can do for them. Likewise, supporting them if they have trouble paying can make a massive difference in their lives.

    We’re improving our support for our existing mortgage customers – proactively offering them help with understanding their options when they move home or renew their mortgage. (And helping interest-only customers understand their repayment options.)


    2016 highlights:

    • We provided around 176,000 new mortgages, gross new mortgage lending as at December 2016 was £33.7billion
    • Around 200,000 customers got an online Agreement in Principle to understand how we could help them – an increase of 130% from last year
    • We provided around 44,000 first-time buyer mortgages – a total gross lending of around £6.2 billion. We continue to offer 80%, 85% and 90% mortgages exclusively to first-time-buyers at a discount
    • We supported the UK Government’s Help to Buy schemes, receiving around 17,000 applications for a Help to Buy mortgage, totaling £2.5 billion
    • We trained a further 7,000 more people to give our customers Financial Health Checks, benefiting 11,000 mortgage customers
    • We completed our first video conferencing mortgage application



    Home repossession is always a last resort for RBS. In 2008, we committed never to initiate repossession actions for a full six months after a customer falls into arrears. It is our policy to only go ahead with repossession after all alternative solutions have been considered, including assisted voluntary sale.

    In 2016, we repossessed 512 properties, compared with 783 in 2015. 

  • Lending to SMEs

    RBS currently lends almost £30.5 billion to SMEs across England, Wales and Scotland and this reflects the amount of borrowing outstanding on customers’ accounts.*

    *Limited assurance provided by Ernst & Young LLP. This is based on Q4 2016 figures and represents a snapshot of RBS SME lending balances across England, Scotland and Wales, and over 9960 postcode sectors at 31 December 2016.