Help with a complaint
We’re really sorry we’ve let you down.
Sometimes things go wrong and we encourage customers to tell us about it. Let us know what's happened so we can aim to put it right.
Let us help you
Many complaints can be resolved with some help from our guides.
Card payments are often declined due to either reaching a payment limit or as a result of earmarked funds on your accountFunds are earmarked on your account when you make a debit card transaction. Once the amount you have spent is debited from your account, the earmark will be removed..
If you have a transaction that you are unhappy with, please find guidance below.
Note: in some instances, the transaction maybe an earmark added by a retailer onto your accountFunds are earmarked on your account when you make a debit card transaction. Once the amount you have spent is debited from your account, the earmark will be removed..
You can select 'Show' when typing your password to make sure you haven't miss-typed it when signing in.
There are two levels of security when signing in: your password and Memorable Information. These are different. You will be asked to input your full password alongside your username. You will only be asked to select 3 random characters of your Memorable Information.
Make sure you have a stable internet connection. If you switch networks, for example you use Wi-Fi at home and then your mobile data connection when you leave the house, you may get signed out or experience an error message. If this happens, refresh the app and try again.
Reset your sign in details
If you have forgotten any of your sign in details, simply click on the 'Forgotten your sign in details?' link on the sign in page. You can choose to change your password only, your Memorable Information only or both. You can also find out your username.
Use the app to take a photo of the cheque to save going into branch. Once accepted, the cheque is processed just like normal and the money is usually available the next working day.
Make sure the name on the cheque matches the name on your account or this may be rejected.
Pay someone new
When you are paying someone for the first time, we have introduced some checks to make sure you are sending your money to the right person.
We check the sort code and account number against the name of the person you are paying. Make sure you use the persons correct name rather than any nicknames or abbreviations.
Sometimes we will ask you to provide further information regarding the payment to protect you from fraudsters.
When someone is paying you for the first time, you can share your account details through the 'share account details' option in the app.
Getting in contact with us
If the guides shown above didn't help you, please get in touch selecting the best option for you.
Secure Online Form
Please note that we're currently prioritising our most vulnerable customers. This means it could take between 1-8 weeks for us to come back to you with a resolution.
If you need help more urgently with a product or service, please use our help and support page. If you can't find what you're looking for please call us, or send us a message using our Mobile Banking app.
Please note: By completing this form you consent to us recording all the details you share, however we'll only use what you tell us in relation to this complaint.
If you contact us online we will receive your complaint/feedback sooner.
If you choose to write to us, please include your account details and address along with the above information.
You can write to us at:
Head of Customer Services
PO Box 761
What happens next?
We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve your complaint in the moment, we’ll take it away and aim to sort out things as soon as we can. We’ll keep you updated along the way.
However, if your complaint is about a payment or a payment service (such as a Direct Debit or account statement) we aim to respond within 15 days. Sometimes we may take up to 35 days to respond. If so, we’ll let you know.
What can I do if I'm still unhappy?
Royal Secure is a member of the Financial Ombudsman Service, which offers an independent review service. So, if you're still not happy with the agreement we have proposed, you can ask the Financial Ombudsman Service to look at your case for free.
We can provide details of how to contact the Ombudsman:
The Financial Ombudsman Service
Telephone: 0800 023 4 567
Mobile Banking: Mobile Banking is available to Online Banking customers. We don’t charge you for Online Banking but your mobile phone provider may charge for some services. Please check with them. Phone signal and functionality may affect services. Terms and conditions apply.
Mobile Banking app: Our app is available to Online Banking customers with a UK personal account and valid registered phone number. It’s only available to iPhone and Android users. Minimum operating systems apply, so check the App Store or Google Play for details. Our app does not work on jailbroken or rooted devices. You must register your device.
Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Google Play is a trademark of Google LLC. Terms and conditions apply.
Royal Secure is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.