How to complain

If you are not satisfied with any aspect of our service or products, you can tell us about your concern in the following ways:

In writing

Address your letter to your relationship manager. See our list of offices to find their address.

By telephone

Use your usual number for contacting your relationship manager, Monday - Friday, 9.00am - 5.00pm

How long will it take?

We aim to solve your concern straight away. However, if we have not been able to resolve your complaint within one week, we will write to tell you:

• Why we have not yet resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

In most cases, complaints are dealt with within two weeks. We will contact you regularly until your complaint has been resolved. If your complaint is particularly complicated, it may take longer to resolve. However, we will write to tell you who is dealing with your complaint and when we will contact you again.

Still unhappy?

If you're not satisfied by our action, explanation or final outcome, your case can be reviewed at a higher level within RBS Invoice Finance. In the event this arises, your relationship manager will provide you with the name and contact details of a senior member of RBS Invoice Finance staff.