Contact details


GRG Contact details

A) Who can I speak to about this? 


 

The new complaints process is for SME customers managed in the UK or Republic of Ireland in GRG during the period 2008-2013.

If you would like to contact us about any of the issues raised in our announcement you can contact the GRG Customer Helpdesk by email or phone.

Email: GRGCustomerHelpdesk@rbs.co.uk

Alternatively you can call the helpdesk using one of the following numbers:
Telephone (UK): 0800 0294 370
Telephone (ROI): 1800 882 779
International: +44 184 222 6142
Text Relay (UK): 18001 0800 0294 370

If you would prefer, you can also write to us using the postal address:
GRG Customer Helpdesk, PO Box 71875, London. N1P 1WZ

B) Is there a complaints form I can complete? 


Yes. The complaints form can be found on our website [PDF 96KB]

C) What are the opening hours for the GRG Customer Helpdesk? 


The opening hours for the GRG Customer Helpdesk are Monday to Friday 9am – 5pm.
You can send an email at any time to GRGCustomerHelpdesk@rbs.co.uk and we will aim to reply within 48 hours. 

D) Can I speak to my relationship manager about this? 


There is no need for you to speak to your relationship manager. We will be proactively contacting customers to let them know if they are in scope.

This is designed to be an independent process and our relationship managers have been told to direct any queries related to this announcement to the GRG Customer Helpdesk.

Email: GRGCustomerHelpdesk@rbs.co.uk

Alternatively you can call the helpdesk using one of the following numbers:
Telephone (UK): 0800 0294 370
Telephone (ROI): 1800 882 779
International: +44 184 222 6142
Text Relay (UK): 18001 0800 0294 370

E) What is the email address for queries and complaints? 


Email: GRGCustomerHelpdesk@rbs.co.uk

F) What is the phone number? 


Alternatively you can call the helpdesk using one of the following numbers:
Telephone (UK) : 0800 0294 370
Telephone (UK) : 1800 882 779
International: +44 184 222 6142
Text Relay (UK): 18001 0800 0294 370

G) Can I speak to the Independent Third Party directly? 


No, that is not thought to be necessary. The Independent Third Party’s role is to provide assurance and oversight of the complaints process and operate the Independent Third Party appeals process.

However, in exceptional cases where the Independent Third Party believes it is appropriate to do so, the Independent Third Party will have the option to ask a customer to provide evidence or arguments in person. There will be no obligation on the customer to provide evidence in person and deciding not to do so will not affect the Independent Third Party’s duty to deliver a fair outcome for the customer.

 

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