Mortgage lender reviews: RBS mortgage review


Customer score

21st out of 25 mortgage lenders


RBS mortgage review

The Royal Bank of Scotland received a score of 57% from its mortgage customers. Borrowers were satisfied with the value of the deals and customer service; less so with the lender's competence in dealing with queries and complaints. 

RBS mortgage highlights

  • Lots of fee-free deals
  • Part of the Help to Buy mortgage guarantee scheme
  • Offers some 100% mortgages for existing customers who are remortgaging

For impartial, personal advice on the best mortgage for you, call Which? Mortgage Advisers on 0808 252 7987.

RBS mortgage satisfaction scorecard
Customer service 
Application process 
Value for money 
Keeping you well informed 
Clarity of statements 
Transparency of charges 
Query and complaint handling 
Ability to over and underpay mortgage 

Table notes:

  • Star ratings out of five show levels of satisfaction for each category. Where no stars are showing, it means we could not get a large enough sample size to rate this aspect of the service.

What RBS's mortgage customers say about it

'They know what they're doing.'

'They do not listen when they are in the wrong.'

'Always helpful and deliver what I need.'

'Extortionate fees, no loyalty to their customers, poor customer service.'

'Smooth transaction, extremely knowledgeable staff.'

'Still not sure I trust them.'

'They have not always got everything right. They have made mistakes and messed up occasionally. However they have always dealt with problems/errors/complaints very quickly and effectively. So while their systems are far from perfect they have provided excellent customer service and always found very good solutions.'

'Never ever contact me to check if I need help.'

'Good customer care - they are flexible with financial difficulties.'

'They are useless.'

More on this...

Your home may be repossessed if you do not keep up repayments on your mortgage.

Which? Limited (registered in England and Wales number 00677665) is an Introducer Appointed Representative of Which? Financial Services Limited (registered in England and Wales number 07239342). Which? Financial Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 527029). Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Registered office: 2 Marylebone Road, London NW1 4DF.