BBB Business Review

This Business is not BBB accredited

RBS Citizens, N.A.

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


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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 lowered the rating for RBS Citizens, N.A. include:

  • Failure to respond to 4 complaint(s) filed against business
  • 14 complaint(s) filed against business that were not resolved

Factors that raised the rating for RBS Citizens, N.A. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size

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

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

886 complaints closed with BBB in last 3 years | 266 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 63
Billing/Collection Issues 384
Delivery Issues 16
Guarantee/Warranty Issues 2
Problems with Product/Service 421
Total Closed Complaints 886

Customer Reviews Summary Read customer reviews

66 Customer Reviews on RBS Citizens, N.A.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 2
Negative Experience 64
Total Customer Reviews 66

Additional Information

BBB file opened: January 28, 2003 Business started: 01/01/1947 in RI Business incorporated: 01/01/1971 in RI
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.

Type of Entity


Business Management
Ms. Lorissa Harris, Office of the Chairman
Contact Information
Customer Contact: Ms. Lorissa Harris, Office of the Chairman
Number of Employees


Business Category


Alternate Business Names
CCO Mortgage Charter One Charter One Bank Citizen Auto Finance, Inc. Citizens Bank Citizens Financial Group, Inc
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Customer Review Rating plus BBB Rating Summary

RBS Citizens, N.A. has received 1.29 out of 5 stars based on 66 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.

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Professional AffiliationsX

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


Industry Tips


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BBB reports on known significant government actions involving business' marketplace conduct.


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