RBS Dundee Chief Office

It was my first time visiting this bank as I wished to open a bank account here. They were short on staff due to the virus crisis so I was patient and understanding. I ended up waiting in a line for 15 minutes only to find out that to open an account I wasn't supposed to be standing there, that I was supposed to make an appointment with one of the staff members standing at the entrance, who were both missing when I arrived at the bank. As it was my first visit and I was unaware of the procedure I considered this as my fault and waited another 15 minutes to be called over to discuss opening an account. The lady dealing with this went straight into the procedure without even explaining much to me, just asking for my documents, and rejected my ID card and student letter. My only other form of ID was my passport but I didn't have it on me so I was told to leave and return when I would have the right documents. Later I checked online and the documents I had on me should have been accepted (I had a whole folder full of documents and I could've used many of them as proof of address and student status but she gave me no time to ask questions, she kept rushing me to leave). I suppose that the lady was either not very knowledgeable and didn't realise that my ID card is considered an EU identity card or was just discriminating because of my nationality. She also failed to tell me which documents count as proof of address as well which I later found out online. I thought it was quite rude how she kept rushing me even though she seemed to spend a lot of time dealing with other customers and while waiting in the wrong line I saw her chatting and joking with one of them, but I didn't even get a few minutes to discuss opening an account before she had me out the door. I had two bank accounts opened before at different banks and the staff always spent a few minutes explaining my options and the benefits of each type of account in order to help me make the best choice and I never had issues with my documents ever before. This experience made me reconsider opening an account with this bank, I might try a different branch and hope the staff there will show more professionalism and patience.

Staff friendly, you can take loose change in (if RBS customer) to be added to your account via coin deposit machine or at the ATM

The staff are already nice but the queues are terrible. It doesn't matter which day or time you go in there is always a 10 or 15 minute queue. Generally, there are only 2 people serving which doesn't help. Sometimes they have a 3rd staff member floating about taking people out of the queue who are not doing cash transactions. They would be better having this person on the cash desk as they can take 4 people. I know banking has changed a lot but still people hate to wait.

I've banked here for years but the queues have become a right inconvenience. I would probably consider changing bank if it wasn't too much hassle. No matter what time of the day you go in there is always a queue. They do have self serve machines at the front but you can't pay cash in at these.

There are clearly too few staff as is usually the case for businesses during summer months. HOWEVER. All of the staff are exceptional. Going above and beyond to help people in any way possible. Everytime I have needed any assistance they have done everything possible to help me do what I came in to do. The poor treatment they receive by customers is completely unjustified and the staff always handle it with poise and dignity.

Very friendly helpfull staff who helped me very quickly and efficiently

Update lift is broken, they can't say when or if it will be replaced. So be forewarned if you need wheelchair access call beforehand. As you may have to ask for help from outside branch. Once I realised that the bank was accessible it made a difference. The staff are very helpful and assistance was there for getting in and out of bank via the side door which has stairs and wheelchair lift.

There is always a queue in here no matter what time you go. Staff are friendly but I hate going in because you have to budget at least 10 or 15 minutes to stand in the queue.

Very bad service. waited over half an hour just to get my money. Staff were extremely rude and racist there was no need whatsoever I was very polite, not returning to this bank again absoloutley ridiculous. Don’t know who the staff think they are but that is no way to treat your customers. Teach your staff manners or get them removed ASAP

Ok,sometimes there is a long queue,but I have only found staff courteous and polite.Considering it’s the only RBS in the centre of town it will always be busy.Another branch in town would relieve some of the pressures on this one