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Review of the NatWest Group - Cora, Digital Assistant:

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Overall not great, but one or two things work well

In terms of NatWest Cora (the digital assistant in online banking), most of the time it just gets in the way and/or does not answer the question you need answering, so it is a very poor substitute for a human when you desperately need to speak to a human but just get sent to Cora. However, in terms of correcting my address, Cora's change of address process was relatively quick and easy to follow, even if the 'Agent is typing...' delays to pretend that a real person is typing could be removed for quicker service. In terms of NatWest itself, I am afraid I have had a number of problems over the last couple of years, most of which have remained unresolved and left me out of pocket, so I am afraid I cannot recommend the bank. Most transactions and operations work OK. When there are problems, however, branch staff mostly seem helpful and willing to assist in the Sutton/Worcester Park branches (although the service at Morden is poor), but seem to have little authority to resolve most problems, which need to be dealt with by NatWest's head office. Unfortunately, NatWest's head office staff are absolutely dreadful at resolving problems, and might as well not be there. Reviewed on: 23rd March 2021

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