NatWest Complaints

Having trouble with your NatWest...

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Having trouble with your NatWest account? It's frustrating sometimes when your bank just doesn't understand your issues, whether it's your current account, your credit card, loans, savings or mortgage. Sometimes the only way to be heard is to leave a formal complaint about Natwest. We've launched public complaints to try and improve the way that banks deal with customer complaints.

Read and write public complaints

Smart Money People was launched in 2014, and is dedicated to helping consumers get the inside track into the financial services industry. That’s why we’re now offering public complaints. With the help of your complaints we can help make the financial industry work better for everybody. Here’s how:

Voice your complaint in a public forum
Help others and drive real change
Have your complaint sent to NatWest

We believe that your complaints can help other consumers get the inside track on what being a customer with NatWest is really like. That’s why, by sharing your public complaint with us, you can start to help other consumers make better decisions today. You'll be helping us to drive real change by increasing trust and transparency in the financial services industry.

How do I make a NatWest complaint?

We’ve got the simplest (and quickest) way to leave a public complaint. Once you’ve submitted your complaint, we’ll pass it to the complaints department at NatWest. Your complaint will also be displayed publicly on Smart Money People, the UK's review and insight site for financial services, which will help others who might be having similar issues to yourself.

NatWest currently has a score of 4.17 / 5 on Smart Money People.

Disagree with this rating? Your complaint will help to influence this rating, so let your voice be heard and share your experiences with everyone. It’s quick and easy to leave your NatWest complaint below, and we’ll never pass on your details to anyone other than NatWest.

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View more NatWest complaints

See what other people like you have said about NatWest.

Death Spiral.

After reading the reviews, to some extent I am relieved that I am not alone. 30 years a customer, never defaulted on any payments in any shape or form, even after COVID struck. The people who now call themselves relationship managers are nothing more... Read more

After reading the reviews, to some extent I am relieved that I am not alone. 30 years a customer, never defaulted on any payments in any shape or form, even after COVID struck. The people who now call themselves relationship managers are nothing more than complete idiots in a call centre, they press a few buttons and the computer tells them the answer. Your record , ability and security counts for nothing. Computer says NO! My problems with the bank started before COVID-19 , luckily I had the experience, knowledge and ability to move on; god only knows what it is like now. Basically you are treated like a moron, they do not give a damn. They really do not want to be bothered , rude, arrogant and worst of all completely ignorant about you and whatever business you are in. If this was the Cold War, I wouldn’t be surprised to find that Howard Davies was really Kim Philby setting out to destroy British Business and then defect to Europe or China.

Reviewed on 22nd January 2021
RGL's avatar
RGL

Natwest Home Insurance - Poor claims service

Very bad service, 4 to 5 phone calls, endlesss conversations, divulged teams, not the most responsive to in an emergency and overall an utterly poor service.... Read more

Very bad service, 4 to 5 phone calls, endlesss conversations, divulged teams, not the most responsive to in an emergency and overall an utterly poor service.

Natwest home insurance discredit their customers. After around 2 and a half hours of my personal time spent on opening the case they still require more information and for this it would take me roughly 1 and a half to 2 hours to get hold of. I’m completely exacerbated and refuse to coerce my own resource to concede this claim on the grounds that Natwest have a poor service for their customers and completely discredit you despite having ever had 0 claims and having your first.

The claim amount was for £150 too, after i pay the £200 excess! So for me personally this isn’t worth pursuing any custom or grounds with Natwest Insurance to satisfy their divulged, chaotic and ABSURD process for their claims lifecycle.

After my judgement today of the service I’ve had I’ve ceased my home insurance with immediate effect from Natwest. I do not recommend Natwest Home Insurance and will never trust Natwest with my home Insurance cover ever again. My situation could have been a lot worse and I’m sure if the same thing happened again they wouldn’t be there for me.

Natwest also discredited my payment type for the charges incurred (ie cash). Since when could a working professional with a good career (IT manager) not have available disposable to hand?

Completely dispicable, unquestionable and awful. Shame on Natwest Home Insurance. Making customers feel unworthy to their right to a salary/disposable income at their hands!!

Reviewed on 11th December 2020
Angelo Vartuca Matas's avatar
Angelo Vartuca Matas

FRAUDULENT BANK! STAY FAR AWAY!!!!!

Awful service/ staff hang up on you and talk over you constantly, not considerate of your situation that you can not access you own... Read more

Awful service/ staff hang up on you and talk over you constantly, not considerate of your situation that you can not access you own money!

I tried to transfer money from my account, all of a sudden I was logged out of the app and the fraud team call me to confirm the transaction. I confirmed all was fine and it was myself, I then got told another team would call me back in 12/24 hrs.

After 48 hours of waiting with no call back, I decided to call the same number that called me, (the fraud team) so I could speak to someone and find out what was going on, I had to call back numerous times and being on hold for over 1hr & 10 mis the first time, then got hung up on and then called back and waiting 48 mins to get shouted at by some mouthy little girl who couldn’t even spell. I was told I would have to wait 24/ 48 hrs for a different team to call me.

Lucky I have a credit card.... NOT WITH NATWEST, but would have been left with no money to feed my little girl and pay my bills etc. MASSIVE INCONVENIENCE & VERY CRUEL OF THEM.

Here it is x3 days later and they have decided to text me advising that my account will be closing and that they no longer want to provide me with banking services.

Like what the hell?!

I was advised by Warren in their fraud team I could go into branch with my I.D. to withdraw my money from both my business and personal accounts, which I attempted today, a Saturday only to arrive at branch and branch advised me that they need authorisation to release my money... IT IS MY MONEY!!!

Apparently I have to go back on Monday as they didn’t have cashier desks open on a weekend... that is not my problem. What an absolute shambles of a bank, I really do not know what they are playing at and DO NOT recommend them to anyone, I will also be convincing my family members and friends to change banks to anything other than NatWest.

UPDATE....

Popped into branch today with my I.D. as advised on the Saturday to withdraw my money from my accounts due to NatWest closing them for no valid reason what so ever.

Rachael, branch manager in Bristol was very helpful and called the fraud team while I was there to try and rectify this and get me my money but unfortunately the fraud team advised me that regardless o previously being advised I could go into branch to withdraw my money with my I.D., that they wouldn’t release my money from my account for me and was told that I have to fill out a form to request a withdraw to another account and this could take up to 60 DAYS??!!

Absolutely ridiculous, they are thieving swines and messing me around, the fraud team are rude and not clear with what needs to happen to get my money back. They go back on their word, advising you to do one thing then changing their minds when it suits for what? To annoy customers and antagonise them. Still do not have any reason as to why my account has been closed either.

I am appalled at the way I have been treated and stand by my comment that I DO NOT recommend NatWest to anyone ever due to their complete disregard for customers and resolving situations. It’s almost as though they know they have power as a bank and like to bully and abuse people during a pandemic this has been dreadful to say the least.

I look forward to the day NatWest go through the hoop and cease to exist.

Reviewed on 7th December 2020
Mikeywootten@gmail.com's avatar
Mikeywootten@gmail.com

Discriminative bank

I have been personal and business banking with NatWest more than 9 years. I am an interest free person so I didn't apply any loans but they get benefits from my money as long years. When I apply a business account for my new business, they refused my... Read more

I have been personal and business banking with NatWest more than 9 years. I am an interest free person so I didn't apply any loans but they get benefits from my money as long years. When I apply a business account for my new business, they refused my application. The officer who assed was very rude and discriminative. When I complaint about it to their supervisor, I received a reply next day as "We’re writing to you to let you know we’ve reviewed your application for a Business Current Account and we’re sorry but we won’t be able to take it any further. As a result you’ll need to make alternative banking arrangements for your business. There isn’t an opportunity to appeal this decision".

While ago, when I try to open a personal account to my wife, a banking officer in NatWest Alton branch has discriminated her because she didnt satisfy with the documents. We had opened with the same document in another branch in London.

I am taking action to switch the bank immediately. I understand this will not affect the bank but I need to consider a fair bank for my daily banking activity.

Reviewed on 3rd December 2020
Rizath Roomy's avatar
Rizath Roomy

Unreliable and incompetent

Just an awful experience to date. Losing paperwork, lack of communications, no sense of urgency, constantly changing the goal posts. Never using them again

Reviewed on 3rd December 2020
Anon's avatar
Anon

Multiple errors and no responsiblity

We applied for a buy to let mortgage. The lack of product knowledge from the personal bankers and mortgage advisors was shocking. We were told that products would be suitable when they turned out not to be and led on for three months. When they... Read more

We applied for a buy to let mortgage. The lack of product knowledge from the personal bankers and mortgage advisors was shocking. We were told that products would be suitable when they turned out not to be and led on for three months. When they realised their error there was no ownership and no attempt to learn from it. No sense of customer loyalty or care. As I write we may lose our house due to their delays and ineptitude.
Avoid if you want confidence in your house buying pathway.

Reviewed on 29th November 2020
William's avatar
William
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