“I recently experienced raising a dispute through NatWest, and I have to say, the process has been incredibly complicated and frustrating. The process seems designed to confuse rather than assist. I was left second-guessing myself about whether I was even submitting my issue correctly.
Once I managed to submit my dispute, the response time was long, just at the end to receive "The Bank is unable to sit in judgement on the merits of the claim or arbitrate between the parties involved. The only line of enquiry available is where the retailer is unwilling to provide goods or services. Although we are unable to process a claim for you through Mastercard dispute resolution, it does not necessarily follow that you do not have a case. If you pursue the matter through your local Trading Standards Authority or Citizens Advice Bureau they may be able to advise you further"
I am disappointed in their inability to effectively help me resolve the issue and I'm searching for another bank who are respecting their clients more.”
“This is a terrible bank. I had business banking with them and in covid took a bounce back loan as I had to close my business. having really struggled with repayments I asked them to lower the amount as I had used the pay as you grow. They said no. They are appalling, unhelpful and arrogant. To make matters worse they email saying let us know if you are struggling and we can help. Only to say no we can't help, sort it out. Horrific.”
