Can I still make a complaint?
Who can I speak to about this?
The GRG complaints process is now closed to new complaints. However, any customer who wishes to raise a complaint can still do so. These complaints will be reviewed by the bank’s Complaints Centre, not by the GRG complaints process, and there will be no option of appeal to the Independent Third Party.
Please follow the standard complaints process for your brand:
If you have an existing complaint that is already being managed by the GRG complaints process team you can contact the GRG Customer Helpdesk by email or phone.
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
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.
Can I speak to my relationship manager about this?
If you wish to speak to your relationship manager you can do. However, for customers who already have a complaint being managed by the GRG complaints process there is no need for you to speak to your relationship manager. This is designed to be an independent process and our relationship managers have been told to direct any queries related to this complaints process to the GRG Customer Helpdesk.
The GRG complaints process is now closed to new complaints. However, any customer who wishes to raise a complaint can still do so. Please follow the standard complaint process mentioned at the top of this page.