RBS Citizens

Report Card
B
Overall Grade
B
Mortgages Grade
A
Debt Collection Grade
B-
Credit Cards Grade
RBS Citizens is rated overall in the top 69 percentile (out of 100) based on 2,155 customer complaints.

Statistics

Complaints Currently In-Progress25
Complaints per $100K of Deposits31.2
Complaints Resolved in a Timely Manner99.9%
Resolutions Disputed by Customer19.3%
Average Time Until Resolution34 days

Financial Report

Owner CorporationUk Financial Investments Limited
EstablishedMay, 2005
FDIC InsuredMay, 2005
FDIC Certificate #057957
Number of Branches865 (1 International)
Total Assets$101.8 Million (18th)
Total Deposits$69 Million (20th)
Total Equity$15.7 Million (15th)
Quartarly Net Income$173.6 Thousand (21st)

Contact Information

Corporate Headquarters
One Citizens Plaza
Providence, RI 2903
United Statesflag
Website
www.citizensbank.com
Data Summary
RBS Citizens logo

Grade Summary

Overall, RBS Citizens received a grade of "B" based on how quickly the company responded to complaints, how often customers disputed their final resolution, and how many complaints were recieved per customer.

Grades are also broken down by the financial products offered be each institution. RBS Citizens is rated "B" in Mortgages, "A" in Debt Collection, "B-" in Credit Cards, and "C-" in Bank Account Services. Click on any of the financial products to see how RBS Citizens compares.

Overview

RBS Citizens has received 2,155 consumer complaints since December, 2011 – more than 99% of other banks.

Of those complaints, 99.9% of complaints were resolved in a timely manner. The CFPB allows 60 days to resolve complaints before considering them 'untimely.' RBS Citizens meets the 60-day response deadline more frequently than 62.4% of other banks.

After companies respond to complaints, customers may dispute the response indicating that the issue was not resolved adequately. 19.3% of customers dispute RBS Citizens's response to complaints — worse than 53.9% of other companies.

Most of RBS Citizens's customers complain about bank account or services with the primary issue being "account opening, closing, or management."

RBS Citizens is primarily a commercial bank with a commercial lending specialization. RBS Citizens is based in Providence, Rhode Island and is the 18th largest FDIC insured bank in America.

Naturally larger banks receive more customer complaints than smaller ones. This does not necessarily indicate that a bank is better than another in terms of service and customer support.

However, even after adjusting for bank size and number of customers, RBS Citizens receives far more complaints than most other banks. RBS Citizens recieves more complaints per customer than 99% of other banks – customers are significantly more likely to file complaints than customers of most other banks.

Corporate Headquarters
Complaints by Product
Complaints by State
Complaints Against RBS Citizens
#Financial ProductSub-ProductComplaint IssueComplaint Count
1Bank account or serviceChecking accountAccount opening, closing, or management369
2Bank account or serviceChecking accountProblems caused by my funds being low313
3Bank account or serviceChecking accountDeposits and withdrawals267
4MortgageOther mortgageLoan modification,collection,foreclosure146
5MortgageHome equity loan or line of creditLoan servicing, payments, escrow account111
6MortgageOther mortgageLoan servicing, payments, escrow account96
7MortgageConventional fixed mortgageLoan servicing, payments, escrow account90
8Consumer loanVehicle loanManaging the loan or lease70
9MortgageConventional fixed mortgageLoan modification,collection,foreclosure66
10Bank account or serviceChecking accountMaking/receiving payments, sending money59
Responses From RBS Citizens
#Company ResponseResponse CountTimely Response CountDisputed Count
1Closed with explanation1,4321,432 (100%)343 (24%)
2Closed with monetary relief669668 (99.9%)66 (9.9%)
3Closed without relief182181 (99.5%)39 (21.4%)
4Closed with relief9797 (100%)18 (18.6%)
5Closed with non-monetary relief4949 (100%)10 (20.4%)
6In progress2121 (100%)0 (0%)
7Closed44 (100%)1 (25%)
Complaints over the Past Year