Making a complaint

We aim to provide you with exceptional service. 

However, if we haven’t met your expectations for any reason and you would like to make a complaint, you can:

  1. Please tell us what happened in as much detail as possible, you can contact us however you prefer via telephone, post or email.

    Telephone: 0300 123 9123 

    Post: Write ‘Freepost: RCI BANK’ on an envelope (that’s all - no stamp or address details needed)

    Email: hello@rcibank.co.uk Secure mail -

    Log into internet banking and click ‘Messages’

  2. As soon as your complaint has been received we aim to resolve it as quickly and fairly as possible. If we feel the complaint will need more time to be investigated, then we’ll write to you and be in touch within the week.

  3. If we’re unable to resolve your complaint within eight weeks, or if you’re not satisfied with the way your complaint has been handled, you may want to refer the matter to the Financial Ombudsman Service for review.

    Telephone:  0300 123 9123

    E-mail:  complaint.info@financial-ombudsman.org.uk

    Website:  www.financial-ombudsman.org.uk

    You can also refer complaints to FOS through the European Online Dispute Resolution service website.

Our Customer Services team are currently experiencing very high volumes of applications, calls and correspondences, resulting in service times that are longer than usual. Unfortunately your wait time to get through to us, or to receive a response from us, is taking longer than we would like. If you have already emailed or messaged us, please know we are working through it as quickly and as soon as possible. Please bear with us, and we ask that you do not send repeat emails and secure messages as this may add to the delay.

Our website remains available 24/7 so you can apply, access and manage your account online as usual. Thank you for your continued patience at this time.