I have always found that while I can walk into any bank and stand in a queue for up to an hour, when I walk into the Royal Bank of Scotland I never queue for more than 5 minutes. I have always found this aspect of their services and the Internet top class (although the Internet may have changed - and that would be BAD).

However, one aspect of the RBS that hasn't always been great is their ability to deal with out of the ordinary situations. Once you have a person you can rely on though, they are easy to contact and you can always rely on them to get back to you, although you may have a tough time finding these people.

The biggest downside to the RBS is that their savings accounts are RUBBISH - the ISA isn't too bad, probably standard, but forget about anything else!
Also, they are a Bank, so you have to be realistic... They're not going to be that good ;)

I recently moved to London after having lived in 3 other countries before the UK, and I have never had such a bad experience with a bank, even in the so-called Third World where my banking experience has been excellent!

The service that RBS offers is sub-standard at the moment. For example, my partner opened his current account with RBS one month ago, and to date he is still not in possession of a working ATM card with a PIN number, as they have made mistakes with his account 3 times! I am going to another bank to open up an account that doesn't stress me out on a daily basis!

For everyday banking, the Royal Bank of Scotland is first rate. I cannot fault their customer service. But don't save or invest with them. I have a direct debit set up to transfer any excess funds directly to a high interest savings account with another bank.

I had all my capital invested with in the Royal Bank of Scotland Current Account including my spouce's 5 accounts in total ( no fool like an old fool).
Now we enjoy fair treatment from the Leicester.