I consider myself primarily an RBS Customer, with other on-line accounts at many other Banks including Barclays & Halifax.
Overall I am very reassured by the RBS processes, however .....
I do find it a pain that if I need to change the transaction reference to a pre-existing Payee (eg Invoice number), I do have to dig out the Cardreader.
When my first Cardreader broke down, it took me some 2 weeks to get a replacement - not good in these days of doing banking every day.
Now I've accummulated 4 Cardreaders, so I have my back-up procedures.