Get through to Royal Bank of Scotland without the hold queue
RBS shares its systems with NatWest, so the experience is the same: a line that's always answered and an identity check that takes a few minutes before the account comes up. Cora handles routine questions in the app without the full check.
Royal Bank of Scotland customer service
03457 242 424- Opening hours
- 24 hours, every day
- When you ring
- Asks for your customer number, PIN and password, plus a one-time passcode to your mobile. Voice ID replaces the PIN and password if set up.
- Worth knowing
- The same number is the 24-hour fraud line, so it's always answered. The identity check needs telephone banking details.
Other lines
- Lost or stolen cards and cheque books, 24 hours0370 600 0459
- Credit card fraud, 24 hours0800 161 5153
- Credit card queries, 24 hours0370 907 0010
- From abroad+44 131 549 8888
Number checked against Royal Bank of Scotland's own site on 10 October 2026. Call charges may apply if you ring it yourself.
What HoldMyCall does on a Royal Bank of Scotland call
- 1
Dials and waits
It rings 03457 242 424, works through the menu and sits in the queue for up to an hour. You get on with your day.
- 2
Has the conversation
It introduces itself as an AI assistant calling on your behalf, gives the details you provided when asked, and keeps asking for the outcome you wanted.
- 3
Reports back
A summary, whether it got what you asked for, any reference numbers, and the full transcript and recording. If they insist on speaking to you, your phone rings and one keypress joins the live call.
Things people ask it to sort with Royal Bank of Scotland
Query a fee
“I've been charged an overdraft fee I don't understand on this month's statement. Find out what it's for and whether it can be refunded.”
Chase a card that hasn't arrived
“My replacement card was due over two weeks ago and hasn't come. Find out where it is and whether a new one needs issuing.”
Chase a complaint
“I complained a month ago and haven't had a final answer. Find out the status and when I'll get a response.”
Have these ready
Whether you ring or the assistant does, Royal Bank of Scotland will want some of these before they will talk about your account.
- Customer number, PIN and password for telephone banking
- Your mobile, for the one-time passcode
- Sort code and account number
Save them once in Settings and every call starts with them filled in. The assistant only gives a detail when it is asked for it, and it is hard-coded to refuse payments and contract changes.
Other ways to reach Royal Bank of Scotland
You sometimes get an answer faster by another route. These are the ones Royal Bank of Scotland publishes.
- Cora chat on rbs.co.uk, or Help then Chat to Cora in the app
- Message a person through Cora in the app
- Branch
- Post for complaints: Customer Relations Manager, 1st Floor, 2 St Philip's Place, Birmingham, B3 2RB
If Royal Bank of Scotland won't sort it
Complain in the app, through Cora, by phone, in branch or by post. RBS confirms receipt within 5 days and keeps you updated until it answers.
Financial Ombudsman Service. Free, after the bank's final answer or once 8 weeks have passed without one. You must go to the ombudsman within 6 months of the final answer.
Banks run security checks before they discuss an account. If they won't go through security with the assistant, it can ring you and bring you into the call to do that part yourself.
Let it ring Royal Bank of Scotland for you.
First 5 calls are free while we're in beta. The assistant never pretends to be human, and every word is yours to keep.