Former RBS One Account Customers: Were You Properly Treated?
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Activity Listing Details
Ambition
To understand how former Royal Bank of Scotland One Account customers were treated when account functionality changed, accounts were restricted or closed, repayment arrangements altered, or arrears subsequently arose.
Ambition Type
Personal, Business, Financial
Level
PL4 - National Participation
Goal
Make Others Aware, Stop What Needs Stopping, Co-Create New Realities
Audience
General Public
Situation
The One Account was a unique banking and mortgage product which combined a current account, borrowing facility, and mortgage into a single flexible arrangement.
Many customers used the account as their primary banking facility, with salaries, contractor income, savings, and borrowing all flowing through the same account.
As the product aged and was eventually withdrawn from sale, some customers experienced changes to the way their accounts operated.
Questions remain regarding how some accounts were administered, how changes were communicated, whether customers received all relevant documentation, how arrears were calculated, and how disputes were handled.
This listing seeks to gather information from former One Account customers and professionals who have experience of the product.
The objective is not to make assumptions or allegations, but to establish facts, identify common experiences, understand differences in treatment, and determine whether there are wider lessons to be learned.
If you were a One Account customer, your experience may help others understand what happened and why.
Key Questions
Were you ever advised that your One Account had been restricted, closed, or altered?
Did you receive a formal reinstatement letter or confirmation of account status?
Were you able to continue using the account as originally intended?
Did you experience disputes regarding arrears or account balances?
Did you submit complaints to RBS, the Financial Ombudsman Service, or the FCA?
Do you still hold relevant documentation that may help others understand how the product was administered?
Many customers used the account as their primary banking facility, with salaries, contractor income, savings, and borrowing all flowing through the same account.
As the product aged and was eventually withdrawn from sale, some customers experienced changes to the way their accounts operated.
Questions remain regarding how some accounts were administered, how changes were communicated, whether customers received all relevant documentation, how arrears were calculated, and how disputes were handled.
This listing seeks to gather information from former One Account customers and professionals who have experience of the product.
The objective is not to make assumptions or allegations, but to establish facts, identify common experiences, understand differences in treatment, and determine whether there are wider lessons to be learned.
If you were a One Account customer, your experience may help others understand what happened and why.
Key Questions
Were you ever advised that your One Account had been restricted, closed, or altered?
Did you receive a formal reinstatement letter or confirmation of account status?
Were you able to continue using the account as originally intended?
Did you experience disputes regarding arrears or account balances?
Did you submit complaints to RBS, the Financial Ombudsman Service, or the FCA?
Do you still hold relevant documentation that may help others understand how the product was administered?
How To Help
Share your experience of using the One Account
Confirm whether your account remained fully operational until redemption
Confirm whether your account was ever restricted, suspended, or closed
Confirm whether you received any reinstatement or account status letters
Share information regarding repayment arrangements or arrears discussions
Explain how changes to the account were communicated
Share Ombudsman experiences or outcomes where relevant
Share documentation, timelines, letters, or statements where appropriate
Identify common themes or differences between customer experiences
Help build an evidence base regarding how the product operated in practice
Confirm whether your account remained fully operational until redemption
Confirm whether your account was ever restricted, suspended, or closed
Confirm whether you received any reinstatement or account status letters
Share information regarding repayment arrangements or arrears discussions
Explain how changes to the account were communicated
Share Ombudsman experiences or outcomes where relevant
Share documentation, timelines, letters, or statements where appropriate
Identify common themes or differences between customer experiences
Help build an evidence base regarding how the product operated in practice
Outcomes
Better Understanding: Build a clearer picture of how former One Account customers were treated.
Shared Evidence: Create a repository of experiences, timelines, and documentation.
Identification of Patterns: Determine whether experiences were isolated or more widespread.
Improved Transparency: Help customers better understand how the product evolved over time.
Potential Solutions: Identify practical options for customers who continue to face unresolved issues.
Please Act Now
If you were a One Account customer, please share your experience.
If you know someone who held a One Account, please invite them to contribute.
Every experience helps build a clearer understanding of what happened and whether others encountered similar issues.
Shared Evidence: Create a repository of experiences, timelines, and documentation.
Identification of Patterns: Determine whether experiences were isolated or more widespread.
Improved Transparency: Help customers better understand how the product evolved over time.
Potential Solutions: Identify practical options for customers who continue to face unresolved issues.
Please Act Now
If you were a One Account customer, please share your experience.
If you know someone who held a One Account, please invite them to contribute.
Every experience helps build a clearer understanding of what happened and whether others encountered similar issues.
Act Now
Add Review, Contact for More Info, Rate Listing, Share Listing
Status
At Step 3 - Sharing Only
Map Reference
Address
EH2 2YB, New Town/Broughton, City of Edinburgh, Scotland, United Kingdom
EH2 2YB, New Town/Broughton, City of Edinburgh, Scotland, United Kingdom
Interest Areas
Contact Details
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