Natwest - Independent review

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420 customer reviews on Natwest on Trustpilot


13 hours ago
by Gary

1 stars

Legal thieves steer clear

Legal thieves putting it mildly, don't care when your accounts been frauded utter useless bank

1 day ago
by Laura Rose

1 stars

They offer no loyalty to their …

They offer no loyalty to their customers and I've been with them for 15 years. They don't advise you when you've got over your unarranged overdraft and...Read more

They offer no loyalty to their customers and I've been with them for 15 years. They don't advise you when you've got over your unarranged overdraft and charge you £6 a day and then write a letter to tell you, even if you have funds in other accounts with them. Their reward silver account keeps getting more expensive and costs £10 a month, and you only get a taste card which you can use anywhere anyway. I wouldn't recommend them to anyone so happy I've changed bank

2 days ago
by Geoff Marston

5 stars

The Most Helpful And Organised Bank EVER !!

Have been with Nat West(Billingham Branch) for many years, joined because Halifax refused to give me an extra loan on my mortgage,which I had had with...Read more

Have been with Nat West(Billingham Branch) for many years, joined because Halifax refused to give me an extra loan on my mortgage,which I had had with them for 15 years !!..So asked Nat West for the loan..They said 'YES' so we transferred our mortgage to NW...Nat West have never made an error on any of my accounts(current,bills,mortgage,personal loan)..my only grudge would be the closure of Billingham branch..Bit of a hike now to Stockton branch, but I would never change....Staff are always very helpful and explain things properly...Cant say enough good things about Nat West...Cannot fault them at all !!!


More reviews

4 days ago
by Dave Fox

5 stars

very good bank customer service …

very good bank customer service outstanding call center very good english speaking people better than all the other banks iv used will stay with natwest...Read more

very good bank customer service outstanding call center very good english speaking people better than all the other banks iv used will stay with natwest thank you natwest

06/10/2017
by David Quillen

1 stars

Terrible service,

What a bunch of incompetent idiots. I tried to add a family member to my account and we got different answers from 4 different branches. The first in...Read more

What a bunch of incompetent idiots. I tried to add a family member to my account and we got different answers from 4 different branches. The first in Oxford (3 days ago) and then all 3 in Cambridge (in a space of 2 hours). Each one added a new piece of required information and sent us running around town trying to find a library to print out more documents. They did not help us in anyway, told us they could not help us with printing. If you have a foreign address stay far away. After 30 years of being a customer, I am completely fed up and embarrassed by the awful and inconsistent service and poor knowledge, even by a branch manager.

06/08/2017
by Steve Ruffell-Hazell

1 stars

Appalling customer service

I was unable to log in to on-line business banking and was made to re-register. After 14 days i am still unable to log in.The whole set up is totally...Read more

I was unable to log in to on-line business banking and was made to re-register. After 14 days i am still unable to log in.The whole set up is totally ridiculous if you have a problem . Even the complaint line keeps you waiting an unreasonable length of time to answer.You would think the first point of call would be your business manager but he is either unable or unwilling to put himself out.All phone lines keep you waiting ages and often your directed to a web chat ,probably with someone in another country,who are unable to help. Natwest customer service is obviously a low priority. I am now in the process of moving my account as i need a bank who care.

06/07/2017
by Lansolo

1 stars

I have been with Nat West for over 30 …

I have been with Nat West for over 30 years, I applied for a Buy to let mortgage through the Romford branch which turned into the most frustrating...Read more

I have been with Nat West for over 30 years, I applied for a Buy to let mortgage through the Romford branch which turned into the most frustrating experience. I though being a customer who, was working as a contractor earning good money and has had personal and business accounts and have never had any issue money wise and they can see a healthy balance and a regular income from rental property that it would be in my favour and should not be a problem. I was turned down on their generic criteria that I didn't meet, they took nothing into consideration and the 'advisor' couldn't be bothered to help, he never returned phone calls or emails then blaming his phone for not working, I complained to the Romford branch manager about the service and was told I would be receiving an apology and gift through the post, which turned out to be a box of cadburys chocolates which I took back and dumped on the desk only to be told that was all they could do. We lost the property we were hoping to buy because of these people. I cant go into a lot of detail here as its just too long but I have been looking for an ethical bank in to which I can transfer my money and close my accounts down with Nat West and at last I have found one. There is no personal touch with these banks anymore, all I wanted to do at the time was to open a mortgage with nat west and not for a great deal of money either , 95k , but they don't take into consideration your personal circumstance by the looks of things, they just tick boxes.

06/03/2017
by NH

1 stars

Zero stars

Zero stars; if I could. I hold financial Power of Attorney for my disabled sister who is going through a nasty divorce. Firstly, the local branch would...Read more

Zero stars; if I could. I hold financial Power of Attorney for my disabled sister who is going through a nasty divorce. Firstly, the local branch would not recognise the LPA despite it being sealed by the court of protection. I once spent over an hour on the telephone being transferedaround to try to prevent her account being drained of funds by her husband.. to no avail despite my sister confirming security. Six letters of complaint to the branch manager were ingnored. A tip here; If you write to the branch manager the letter will not go to him at all, it is taken to a central location to be dealt with......except it is not dealt with! In short staff are not well trained, they have a bad attitude and are unhelpful....even if you are disabled and need help or advice. All in all NatWest are rubbish...try a different bank! Once we are sorted, Natwest/RBS (same group) will be loosing 15 accounts from my family!

05/31/2017
by James Thomson

1 stars

I took my complaint to Nat West Twice. Joke

I took my complaint to Nat West. i got a curt and rude reply, Contacted CEO Office complaint reviewed same as before. i explained the faults. No error on...Read more

I took my complaint to Nat West. i got a curt and rude reply, Contacted CEO Office complaint reviewed same as before. i explained the faults. No error on Nat West part ?. When has bad customer service not been a fault. James Thomson

05/30/2017
by Rebecca Dixon

1 stars

If i could give zero stars i would

If i could give zero stars i would. sinse opening my account last year i have been unable to access any part of my account including my pin, online...Read more

If i could give zero stars i would. sinse opening my account last year i have been unable to access any part of my account including my pin, online details and had no card reader despite numerous attempts to change my address. Due to work arrangements i am unable to go to branch which makes things beyond difficult dealing with natwest. over the bank holiday i have had absolutely no access to my money. not even online. Staff over the phone haven't been exactly helpful so all in all i am absolutely disgusted and will be closing my account.

05/27/2017
by Dear Mr Jones

1 stars

I have been a Nat West customer since …

I have been a Nat West customer since 1974 and I have the 'Private Account'.Over the past few months I have needed to speak to someone from customer...Read more

I have been a Nat West customer since 1974 and I have the 'Private Account'.Over the past few months I have needed to speak to someone from customer services during the evening and have sometimes waited 20 minutes then given up.I can only think they have reduced the number of staff which is very irritating when I pay a premium for this account. Sort yourself out Natwest

05/27/2017
by Nigel Faria

5 stars

Great customer service

TLDR - The Ealing-Uxbridge road branch didn't let me open an account and I'm still a fan. Having recently arrived in the UK, I had booked an appointment...Read more

TLDR - The Ealing-Uxbridge road branch didn't let me open an account and I'm still a fan. Having recently arrived in the UK, I had booked an appointment through their phone service, to open a current account this morning. It turns out that I may have been booked at a different branch or the system lost my booking. Either ways, I was not on the system, but the manager (Manav) did see me after a short wait. Ultimately it was not possible for me to open an account because of the specific situation with my visa, however the manager went way beyond my expectations, providing me with information, explanations, advice and my next options. This was such a marked contrast to the experience I had at my wife's bank, a couple of days ago. I will definitely be going back to this Natwest branch, once my situation is sorted out. -Nigel

05/27/2017
by T. Styan

1 stars

Do not buy building and contents with Nat West

They do not deserve any stars, unless they had a section for minuses. Do not buy buildings and contents from these insurers. If you have a water leak they...Read more

They do not deserve any stars, unless they had a section for minuses. Do not buy buildings and contents from these insurers. If you have a water leak they do not want to pay. They take forever, to make a decision which goes against there service level agreements. They send out people to survey the property who are not experts in construction. We have a highly maintained house and they have said the water leak is wear and tear, which is rediculous. They have blamed it on the grouting but the attached wall is not wet or damp. We have also paid for search and find (additional insurance), but they are not even honouring that. Shame on you Nat West we are now pulling all our business accounts, personal accounts and mortgage to go to a bank that actual puts the customer first!

05/26/2017
by d_W

1 stars

Bad.

Bad. I wrote to them saying I wanted to empty and close a lost account...they wrote back with a lie saying I didn't have an account. They then wrote to...Read more

Bad. I wrote to them saying I wanted to empty and close a lost account...they wrote back with a lie saying I didn't have an account. They then wrote to me to confirm 'we got it wrong' and I did have an account. Was in branch for about an hour trying to trace the account (due to systems not personnel) in the end they had to submit another lost bank account form to Natwest HQ and I've not heard anything since.

05/26/2017
by Graham Allinson

1 stars

Apart from closing local branches down …

Apart from closing local branches down and waiting nearly 45 minutes for a call to be answered, or and not transferring money to another account when they...Read more

Apart from closing local branches down and waiting nearly 45 minutes for a call to be answered, or and not transferring money to another account when they are supposed too,they are great,,,hahaha...In the last ten years i have had 2 loans off them, the final straw with these CRETINS was today when i wanted to exceed my overdraft by £300 just for a month but was refused...Computer says NO..I never EVER missed any payments on my loans Ever .I remember being 18 and getting a £500 loan off Midland Bank i went and saw the manager who talked to me like a human..Them days are gone sadly..Thankfully i have opened a current account with the bank with that nice black horse...

05/25/2017
by P. Wickle

2 stars

The Maidstone branch in particular was …

The Maidstone branch in particular was a horrendous experience. So much so I closed my account! What happened to having several tills open serving...Read more

The Maidstone branch in particular was a horrendous experience. So much so I closed my account! What happened to having several tills open serving people?... Now on entering Nat West you encounter a load of false smiley faces asking 'what are you looking to do today' before fobbing you off to the self serve machines. Most employees are clueless about banking, credit reference agencies and suchlike therefore it's pointless asking as no one can answer you correctly.

05/24/2017
by Mr Patel

1 stars

Fake offer for credit card with zero interest in customer service

I applied for a reward credit card online and was offered £20,000 which I accepted knowing full well I could reduce this amount to a responsible level...Read more

I applied for a reward credit card online and was offered £20,000 which I accepted knowing full well I could reduce this amount to a responsible level for me afterwards. The card and the pin came through ready for me to activate the card, when I got a telephone call at work. It wasn't convenient at the time to talk, so the gentlemen sent me a text to say, the credit card has been accepted with a £2500 limit and that paperwork will show the incorrect limit of £20,000. Their texting was one way and I couldn't reply back either through text or voice call. They might have a customer service somewhere but it seems invisible hiding somewhere and even when you log in online to your current account it is difficult to find any contact for customer service. Obviously, Customer service is not priority for this bank. There is obviously a online credit check in place when you apply for these things and when the bank goes back on what it has offered you, makes the whole exercise pointless and not worth applying for. I wrote to them to cancel my credit card which they did, and in the process they'll probably taint the credit history as well. So Beware before you apply. Never trust a bank who doesn't trust itself with zero customer service.

05/24/2017
by Una Brandreth

1 stars

Horrible customer service

Horrible online system; impenetrable, interminable, annoying phone system. They've got some pseudo modern systems but don't seem to realise how they're...Read more

Horrible online system; impenetrable, interminable, annoying phone system. They've got some pseudo modern systems but don't seem to realise how they're supposed to work. One example; you have to enter the card number when you dial in but when you finally reach an operator they ask for it again anyway. There are set security questions which can't be changed. So if you call to reset your password and the password is one of the security questions then you're stuck.

05/24/2017
by Pete Cowell

1 stars

Not helpful if card is stolen

They aren't helpful at all if you're robbed and lose your cash cards. I cancelled my card after answering security questions and they told me that it was...Read more

They aren't helpful at all if you're robbed and lose your cash cards. I cancelled my card after answering security questions and they told me that it was fine so they would send me out my new card. Then they said my online banking had been closed and put me through to the security department who said they didn't know why I had been put through to them, but my card had definitely been ordered, and if I answer more security questions they would set up the online banking again. Then they asked me a stupid question about transactions that I couldn't remember, so I said I can't remember and could they ask another one, but he said the computer says I have to answer a multiple choice question and they have no control on what the questions are, so I said I'm not sure and would only be guessing and I don't want to guess as I have no money for food or petrol, and he was quite rude and said I had to answer it but I got the question wrong and then he said computer says so, but my card would definitely be sent out, so I said it was a stupid question and I can't believe he was so unhelpful. So I wait days for the card only eating cereal with no milk wondering why it was taking so long, and after 5 days I phone up again and they told me that there's no record of me ordering the card, so the last person i spoke to must have cancelled my card without telling me, and I'm told that I have to go into my branch which is now only open a couple of days a week. I said my petrol has nearly ran out and it's not open again for days, and I was told I should beg people for money and food until i can get to a branch. It's obvious the one who was unhelpful cancelled the ordering my card on purpose to be nasty. They made a stressful time even worse

05/20/2017
by Julia

5 stars

I have been with Natwest for over 15 …

I have been with Natwest for over 15 years and in that time not even one issue! I recently applied for a car loan and was allowed to go online to see if I...Read more

I have been with Natwest for over 15 years and in that time not even one issue! I recently applied for a car loan and was allowed to go online to see if I was accepted BEFORE I applied so there was no mark left on my credit file. Applied at 5pm and money was in my account the following day. I have had no fraud, no issues, the call centre staff are all polite and helpful. Obviously everyone jumps on Trustpilot if they have had a bad experience but I would also encourage people who have good experiences too to leave reviews. Would highly recommend Natwest who, if they know your history, are fantastic. Can't fault anything about them.

05/19/2017
by FI

1 stars

Even a single star is too much for …

Even a single star is too much for Natwest! I have a business account in USD. I wanted to make a transfer from that. First I was told to go the branch....Read more

Even a single star is too much for Natwest! I have a business account in USD. I wanted to make a transfer from that. First I was told to go the branch. Then the branch was told to send a FAX to the centre. Despite 3 faxes, all confirmed, the transaction did not take place for 3 days. And I discovered it only when I call them back. Close to nervous breakdown with successive calls, someone from business banking told me to register a complain to solve the issue and insisted that this is the only solution!!!! To have a transaction, register a complain! No, first send millions of faxes, and then register a complain! That's insane! I can't see USD accounts on the online banking. Because you need to pay £20/month to have online access!!!! Stay away from Natwest!

05/19/2017
by MB

1 stars

Takes on average 20 minutes to get …

Takes on average 20 minutes to get through? You need more staff, get some!

05/18/2017
by PM

1 stars

Very disappointed,

Very disappointed, I have an account for several years, natwes deactivate my phone number several moths ago for no reason and that do not inform me abut...Read more

Very disappointed, I have an account for several years, natwes deactivate my phone number several moths ago for no reason and that do not inform me abut that. For last 3 moths, thay just did not inform me about debit or insufficient funds so I can avoid fees and they take more that 60 pounds in total! From my perspective, it look like it was done on purpose to have excuse to still money, Contact with customer service is not resolving anything and complaints are not resolved positively. Avoid this bank! I'm fed up now moving to Metro Bank

05/17/2017
by Darrin Dalboy Willmoth

1 stars

Bank charges added for nothing.. .. lies

Having had bank charges levied against my personal account for no reason and then being told they would be refunded within 24 hours... and 72 hours later...Read more

Having had bank charges levied against my personal account for no reason and then being told they would be refunded within 24 hours... and 72 hours later still nothing... each time I phone get told its not this department or that department so get passed around from pillar to post and repeatedly told nothing but lies.. . This bank needs to suffer hardship to really understand what it feels like to be robbed and then have to wait for the thief to return the stolen money... How many more lies must I be told about wheb the money will be returned... and please try to make a complaint.... 30 minutes on hold to be told they are closed.... angry.. . Angry is to small a word for the way I feel about this shower of .......!!!!!

05/16/2017
by NP

5 stars

I have always had excellent service …

I have always had excellent service from NatWest in every respect. 5* from me. Staff in Royal Wootton Bassett and Swindon are exceptional. Telephone...Read more

I have always had excellent service from NatWest in every respect. 5* from me. Staff in Royal Wootton Bassett and Swindon are exceptional. Telephone banking can sometimes be a bit temperamental but wouldn't knock any stars off for that.

05/15/2017
by Mo

1 stars

I have been locked out of my account …

I have been locked out of my account and it is absolutely disgusting i have payments to make and they want me to go into the store with my id when i had...Read more

I have been locked out of my account and it is absolutely disgusting i have payments to make and they want me to go into the store with my id when i had just been into store in the last week to withdraw money and I'm so not happy with where i am at the moment cause i have built up my credit with in my account and i cant afford to leave this bank and move to another bank cause I've been with this bank for so long and all I've done is use all their services. I have never spoken to the staff in a bad way but i have been on hold for about 45 minutes now and some of their staff members are saying they can't do anything about it yet again some of the staff are happy to say the department is open and they are putting me though to someone... i feel like the phone will cut off again seen as that keeps happening seriously this bank needs to get a GRIP!!!

05/13/2017
by cambria1212

1 stars

Disgusting serivce

Disgusting serivce. You go round in circles and the banks lies. They lied to banking onbudsman and stole my money. Reporting false information on my...Read more

Disgusting serivce. You go round in circles and the banks lies. They lied to banking onbudsman and stole my money. Reporting false information on my credit file. And ruined my mortgage. Utterly disgusting bank. Today ive spent 5hours on the phone and been cut off 4 times, promised managers will call me and nothing. They are liars. 5 months of this and fuming above and beyond, they are a disgrace and now left option but to issue court proceedings.

05/11/2017
by Amrah

1 stars

Call the dispute team and had to hold …

Call the dispute team and had to hold for over 20 minutes

05/11/2017
by Ryan Raynott

2 stars

Unknowledgeable and Highly Not Recommended

Natwest has some great facilities when it comes to consumer banking however I feel they need to be held more accountable for the actions they take. I...Read more

Natwest has some great facilities when it comes to consumer banking however I feel they need to be held more accountable for the actions they take. I had a bad experience in that they closed my account without giving a reason and when i wanted to make a complaint i was told i was not allowed to make a complaint under their terms and conditions of banking. Eventually I made a complaint through the ombudsman who Natwest also ignored and felt they had the right to abuse the relevant laws and legislation in England and Wales. I would not recommend or use Natwest due to their poor customer service and lack of knowledge around Data Protection legislation.

05/07/2017
by Christina Ryan

1 stars

Cwmbran branch is appalling

Called into the Cwmbran branch today to use the ATM and was accused by the rudest assistant at the front of the branch asking if I was a Nat West customer...Read more

Called into the Cwmbran branch today to use the ATM and was accused by the rudest assistant at the front of the branch asking if I was a Nat West customer and when I said no, she told me her priority was Nat West customers and that I should go elsewhere to use an ATM. Appalling customer service. If the Nat West bank was the last bank on earth I would keep my money under the mattress. I will ensure that I tell as many people as possible about their atrocious attitude.


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