You'll obviously have lots more questions to ask and we’ll be pleased to answer them.

Simply ring the freephone number or email us and our customer advice team will be happy to help.

As part of The Royal Bank of Scotland we do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right first time.

When that happens, we always encourage you to tell us about your complaints, so that we can correct the matter.

We want to:

• make it easy for you to tell us about your complaint
• give your complaint the attention is deserves
• resolve your complaint without delay
• make sure you are satisfied with how your complaint was resolved

How and where to complain:

In Writing:

Address your letter, quoting the Machine ID Number to The Customer Support Manager at:

Hanco ATM Systems Ltd.
Willow House,
Woodlands Business Park,
Breckland,
Linford Wood,
Milton Keynes,
MK14 6EU.

By telephone:

Contact Hanco on free phone 0800 195 9868 (lines open 24/7 365 days)

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 complex, it may take longer to resolve.  If, together, we cannot reach an agreement by the end of eight weeks, we will:

• send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution

Or

• refer your complaints to The Royal Bank of Scotland’s Customer Relations Unit.

If you are unhappy with the way your complaint is dealt with

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction.  If you’re not satisfied with our action or explanation, the member of staff dealing with your complaint will be happy to discuss your concerns further.

However, if you remain unhappy, you can ask for complaint to be reviewed at a higher level at The Royal Bank of Scotland.  The Customer Relations Unit will review your complaint fully and will aim to give you a full response within two weeks.  If their investigation is likely to take longer, they will keep you fully informed of their progress.

You can write to the Customer Relations Manager at the address shown below.  Please quote the Machine ID Number, details of your complaint and what you would like us to do to resolve matters.

Customer Relations Manager
The Royal Bank of Scotland
Freepost
PO Box 1727
Edinburgh
EH12 9JN

Alternatively, you can telephone 0800 015 5035.
(If you have speech or hearing difficulties and are a textphone user,
you can call us on 0800 917 0527).