BBB Business Review

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This business is not BBB accredited.

Citizens Financial Group, Inc.

Find a Location

Phone: (401) 456-7000 View Additional Phone Numbers 1 Citizens Plz, Providence, RI 02903 View Additional Web Addresses

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Citizens Bank of Massachusetts is a commercial lending business operating 9 commercial banking centers. Citizens Bank of Massachusetts is a subsidiary of Citizens Financial Group, Inc., a commercial bank holding company. Citizens is wholly owned by The Royal Bank of Scotland Group, PLC. 

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Citizens Financial Group, Inc. include:

  • 4 complaint(s) filed against business that were not resolved
  • Business has failed to resolve underlying cause(s) of a pattern of complaints
  • Government action(s) against the business
  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 695 complaint(s) filed against business

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

695 complaints closed with BBB in last 3 years | 199 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 51
Billing/Collection Issues 298
Delivery Issues 9
Guarantee/Warranty Issues 5
Problems with Product/Service 332
Total Closed Complaints 695

Additional Complaint Information

According to BBB files this business has a pattern of complaints concerning an overall lack of customer service. Consumers state that the business does not communicate in a timely or effective manner regarding applications for car loans, mortgages, or refinancing.  Requests for copies of statements or documents necessary to facilitate loans, or fulfill the needs of the consumer, are not processed in a timely manner, resulting in dissatisfied consumers. Consumers indicate that they want better customer service when applying for a car loan, mortgage or refinancing. Consumers state they want service that helps them navigate the complex requirements for such loans, rather than causing delays to the process. Consumers state that the business relays incorrect available funds information to consumers via phone and online, prompting consumers to utilize those available funds to make payments. This practice is resulting in insufficient funds fees to be charged to the account. Consumers state that the business processes the largest item first for debits, regardless of the sequence in which purchases are made. This results in multiple fees being charged to the consumer. Consumers indicate that they want refunds of all fees when an incorrect positive balance causes them to use funds that the bank later claims were not available. BBB sent a written notice to RBS Citizens on 4/2/15 identifying the potential pattern of complaint with a request for a business response. As of 5/14/15 business did respond to BBB however the business did not address the pattern of complaints or indicate any actions the business might be willing to take to reduce or eliminate the pattern.

Customer Reviews Summary Read customer reviews

79 Customer Reviews on Citizens Financial Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 3
Negative Experience 76
Total Customer Reviews 79

Additional Information

BBB file opened: January 28, 2003 Business started: 01/01/1947 in RI Business started locally: 06/17/1985 Business under new ownership as of: 09/29/1995 Business incorporated 11/21/1984 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Federal Deposit Insurance Corporation (FDIC)
15 Braintree Hill Office Park, Braintree MA 02184-0172
Phone Number: (877-275-3342) or TDD: 800-925-4618 or 781-794-5500
The number is 57957.

Rhode Island Department of Business Regulation
1511 Pontiac Avenue , Cranston RI 02920
Phone Number: 401-462-9615 or (401) 462-9602
Fax Number: 401-462-9603 or (401) 462-9532
The number is 433960.

Type of Entity


Ticker Symbol


Business Management
Ms. Lorissa Harris, Operations Analyst Mr. Bruce Van Saun, President
Contact Information
Customer Contact: Ms. Susan Brown, Office of the Chairman
Number of Employees


Business Category


Products & Services

Citizens Financial Group, Inc. offers the following product(s): Business Banking, Checking Accounts, Commercial Banking, Home Equity Lines of Credit, Home Equity Loans, Investing, Money Markets, Mortgages, Savings Accounts, Student Checking, Student Loans, Wealth Management

Alternate Business Names
CCO Mortgage Charter One Charter One Bank Citizens Citizens Bank Citizens Leasing Citizens One Mortgage RBS Citizens
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Customer Review Rating plus BBB Rating Summary

Citizens Financial Group, Inc. has received 1.7 out of 5 stars based on 79 Customer Reviews and a BBB Rating of D+.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Eastern Massachusetts, Maine, Rhode Island and Vermont. Businesses may engage in more than one type of business.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.