Been struggling to set-up a new direct debit mandate for my Natwest loan and for the last month, the call queues have been horrendous but low and behold Lauren - Birmingham branch managed to show me a light at the end of the tunnel. She was out to help sort out my problem, her tone of voice, her calm and enthusiasm could be felt on the phone. She had excellent customer service, was patient and she has promised to do a follow up call to make sure everything is sorted. Natwest - "she deserves a bonus"! Good on you Lauren! Keep up the good work> Juliette Omona
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