The Royal Bank of Scotland finished 21st in our table, receiving a score of 57% from its mortgage customers. Borrowers were happy with the lender's transparency and how well it keeps them informed – less so with the value for money of the deals.
RBS mortgages customer scoreJoint 21st out of 25 mortgage lenders | % |
| | |
RBS mortgages: what you need to know
- lots of fee-free deals
- satisfactory for dealing with queries and complaints
- offers some 100% mortgages for existing customers who are remortgaging.
| 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
'Not had a problem since being a customer with them.'
'I think I can get a better deal but I am locked into my mortgage for another year.'
'Everything is going very smoothly and I am very happy about my choice.'
'Lack of communication.'
'Easy company to deal with and a great rate.'
'They do not get their facts right even when it's in front of them.'
'Easy and stress free.'
'They make no effort to stay in touch.'
'Works smoothly.'
'Did not drop rates as per agreement.'
