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Annie T

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Review of the Mettle by NatWest, Business Banking:

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Every time i need to ask a question Mettle are there.

Every time i need to ask a question Mettle are there. That's customer confidence in a nutshell. The chats with real people help to address any doubts speedily. I know I can use the help chatbot any time and day or night, this fits so well with my self employed life. I am neurodivergent. the calm colours on the interface ensure I can slow my processes down to grasp the information on the app. This is the most important point I want to share. I am likely to make a mistake or decision if an interface is busy, pulsating buttons distracting pop ups do not support my interaction online in any way. Full marks to your accessibility team! A draw back I've discovered, is having an annual letter about when interest statements are generated to assist completing my tax return. I asked chatbot on Mettle recently where are my interest amounts on statements, yet I can see it has not been generated yet. The staff photo and names on the chat gives it a more personal feel to the bank, even though primary it is an online bank. How does Mettle intend to use AI going forward? Will my information such as balances and transactions be totally an AI service in the future? Reviewed on: 15th April 2026

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