“Horrible customer service! Natwest bank lost my check and instead of finding out what happened they requested to ask for another check. Customer service representatives lie on a phone that they make notes under your account, when you call an hour later there are no notes.. In a request to speak with manager, customer representatives reply all managers are busy someone calls you back and noone calls you ever! Strongly upset that Natwest bank treats clients in such unprofessional negligent way”
“Customer service is rubbish! I’ll advised on a Credit Card was meant to be 0% turned out to be a lie!!!! Hacked into and deleted the said account which is a crime and illegal. Harassment and spreading my details to all and sundry so have had to block my phone!!!! The NatWest is putting my safety at risk and feel vey threatened!!!!! They just don’t appear to deal with complaints even after 5-6 years they have not had the decency to admit their mistake and have certainly not deducted any monies paid. Really angry!!! Sick of their attitude. Wouldn’t advise anyone to Bank with them and the sooner they are closed the better. The staff are useless!!???”
“The CTF managed by Natwest doesn't want to give our money back after holding for 18 years. Now my child is 18 years old and for more than 3 months I have been trying to get our hard earned money back but they are not willing to return the money. Today I was holding the phone for 1 hr 32 mins and 54 secs and then got fed up and disconnected. Their online portal doesnt work. So we don't know what is the balance in the account and how do we get back. There are lots of people having a similar review on Review Centte. Natwest has to somehow sort this problem out without any delay as we need our money back straightaway.
I complained to Natwest and gave all the details as required by them. Yesterday after checking with them about the status of my complaint. They said they have deleted it from their system and sent all the details to their CTF section, who have not bothered to contact us anyways. Somebody has to.take responsibility and sort this problem out. It is having a devastating effect on me and my child's physical and mental health. The situation is serious.
The indifference from Natwest is very disappointing. I am a customer of Natwest for more than 33 years.”
“Closed my account after 30 years as the bank refused to guarantee my safety around volatile, abusive male employees.
Male employees are very disrespectful and verbally abusive to senior citizens. Fahim refused to serve me because he didn't know how to cancel a direct debit. So I closed my savings account.
The next time I went in, Kamel screamed at me like a mentally ill person for no reason.
Male employees appear mentally unstable and liable to flip out any minute. I was afraid to go back and wrote to Natwet 5 x to ask whether they could guarantee my safety - they refused to do and sent me flowers instead!. The most inappropriate response ever. I closed my current account after 30 years.”
“Very unprofessional team. They blocked the account for no reason. No bank codex. The bank is for the people, not the people for the bank. No dealing with people.”
“I have been with Natwest since I was 15 I am now 63. When I had no or little money in my account they were great to me over the years. My daughter recently passed away and unfortunately I am her beneficiary. Now I have a substantial amount of money they have suddenly become unbelievable difficult to deal with. After all this time I am on the verge of closing my account. Money under the mattress might be a better option. Interest rates are negligible anyway and at least I won't have to deal with incompetent uncommunicative bank staff.”
“Nat West Bank UK decided to close my account due to Brexit because I am resident outside the UK. I had to transfer all my money out of the account before the closure date. They advised me to increase my daily limit in order to be able to transfer the money in a few days but then refused to release the first transfer payment for security issues (although they didn't contact me to tell me this or clarify it with me), I had to call them to see why there was a hold up. I was then told I needed to email proof that I wanted to transfer the money (which I did whilst still on the call). 2 days later, they still hadn't released the payment and to make it worse, they had completely locked me out of my own bank account, so I could no longer access anything, never mind transfer the remaining funds. I spent more than 2 hours on old over the course of half a day and twice they hung up on me before I had even given my name and another time in the middle of a call. 5 days later and the money has still not been transferred and they will close my account on Monday and then I will have to pay extra to get the money released on top of additional administrative expectations. They have handled this process in a hideous an unprofessional manner with little or no regard for customer assistance or care. I have been with this bank for over 30 years but I would advise anyone considering them as an option to go elsewhere. If you already bank with them - get out while the going is good. I am incredibly disappointed.”
“I have 2 complaints on going with NatWest. They should have been resolved as the first complaint went in 5th April but the second on overlapped it so they have coupled the 2 together and asked for 20 working days to resolve the complaints. However I have not heard a thing and should have all been resolved as the 20 days were up yesterday. This bank has madd me ill with stress and the igornance of my 2 complaints. So now going to financial ombudsman.”
“My 7 months pregnant daughter had to pay for her divorce of £30,000. She had money in different accounts and arranged to pay all the money into Natwest and do the transaction to her solicitor. We went to the bank with £10,000 cash, from a bond that she cashed in. She tried to pay cash in through machine, but it didn't work, meanwhile a member of staff called over from the other side of a screen, quite loudly, to pay small bundles in at a time. We gave up and went to the cashiers desk, my daughter was asked where she got the cash from, she told cashier it was a bond and the cashier asked why it wasn't paid direct into Natwest account.... Once money was paid into Natwest my daughter asked for all her money in the account to be transferred to solicitor, the cashier told her to go queue on the other side. She stood in queue for 8minutes (7months pregnant and upset to have to pay EX £30,000) Cashier no.2 arrived and asked my daughter again , where she got the cash from that was just paid in? my daughter answered and also told her she had just told cashier no.1. Cashier then asked who are you paying? Why are your paying? and other questions, at which point my pregnant daughter burst into tears and explained she was getting a divorce etc. She was then subjected to more questions... Then had to stand whilst we waited for Cashier no.3 to authorise the payment..... Behind us had built up quite a queue all listening to my daughters divorce issues and listening to her cry her eyes out.
Not once did anyone offer her a seat or a private room.....
I understand security checks have to be made, but surely when someone is crying the staff need to be more sensitive and at least offer a private room to finish of the transaction and at least a seat for a 7months pregnant upset woman.”
“My daughter who Banks with natwest is having serious problems getting her matured child trust fund money in cash she was asked to send proof of identity ie bank statement and birth certificate which I posted myself they sent a letter telling us that we need to send ID which we already have I am so angry I have been told not to approach people just in case I do something stupid.”
“Because I am abroad my disabled old mother with my child went to Bromley branch to arrange payments 20000 pounds 3 times and one time 6150 pounds, each day the next week. From starting the staff told that they have a customers and they do not have a time. Finally I spoken with them and I was thinking the problem is solve. No. They asking my daughter go home and do payment online. How she can do that without the machine card rider. We will lost the property because we do not have a chance to do the payment. We will lost the deposit too. One star is too much. When I come back to the UK I will close the account with them. We are with them more 20 years. Go to another bank. Why my family must to struggle now because we do not have a chance to get our money.”
“I've been a business banking customer since I started my first business in 2014. There have been multiple issues which have this month come to a head.
In the time since 2014 Natwest have refused us an overdraft on all three occasions we took the time to try and apply through their convoluted system. During this time we have never had a loan, never defaulted on any payments, averaged between £20k - £48k turnover on a monthly basis (it's seasonal work) and run all of our utilities payments and PDQ machine takings and BACS payments through the account as well as operating our VAT account through Natwest. They did well from us in monthly fees and other additional transfer costs as we purchased from the US on many occasions.
Regardless, they seemed more than disinterested in offering us any sort of assistance in growing the business, which is disappointing and frustrating seeing as they like to promote themselves as the best bank for small businesses. I do not agree with them on this.
I have not once been able to talk to their small business representative, of which they have one person in the south west of the UK, at one point I was handed his mobile number after my frustrations became clear, he never returned a call, in 3 years. No one in branch (I tried in Chiswick where I opened the account, Bristol where the business operated from and Bath repeatedly) will discuss anything to do with small business bank accounts, other than letting you deposit cash or cheques, or take out cash and forgetting to assign references to transactions when requested, which may seem like a small error but is in-fact very important when book keeping and talking to HMRC. As any small business owner can attest to, keeping your book keeping as clear and informative as possible is a large step on the way to staying profitable.
We ended up staying with Natwest simply because I was too busy to do otherwise and it was synced with our Xero accounting and a 7-10 delay on reconciling the account would have been a difficult task to undertake during busy months.
After the lockdown affected our business ability to operate Natwest started asking us for all sorts of documents relating to our business structure, information that we did not have to provide previously but was now of utmost importance - list of directors, photo ID of directors, home address of directors, list of people with significant control, copies of DLA signed by our accountants, declaration of beneficial ownership.... We provided all of these and offered our own questions, such as why this was now necessary, why Natwest thought they had a right to our business details as they are just the bank that holds the money we have earned and what was their purpose for wanting these details. Every one of our questions went unanswered, the communication at Natwest to discuss these matters is worse than lacking it simply does not exist.
This month and without any notice or warning Natwest closed both my business current and VAT accounts, basically making it impossible for us to trade when we are legally allowed to do so again.
There is no one at the end of the phone at Natwest that can offer any assistance whatsoever with this matter. An email address does not exist, so there is conveniently no dated record of correspondence, I had to resort to (and I can't quite believe this) Facebook messenger to try and make contact, I received one reply which was deeply unhelpful and actually mostly consisted of more questions than answers, it has been two hours and I have not had an answer to my response.
I feel let down and left out to dry by the bank that I put my trust in, under their persuasion and apparent commitment to small business development. I can tell you now that this commitment they promote is a complete fabrication and the infrastructure does not exist within Natwest to help any small business grow or even stay afloat. Natwest have done more damage to us than I ever thought possible and they refuse to even discuss any of this with me.
Absolutely shocking how bad, destructive and disinterested in customer care this bank is.”
“After banking with Natwest for 30 years, I closed one account last year after being verbally abused and publicly humiliated by Fahim at the Streatham branch. The next time I ventured back 5 months later, I was again victimized and harassed by Kamel. I therefore tried to close my remaining account by mail as I don’t feel safe going into the branch but Natwest claimed my signature did not match. I therefore reasonably asked them to confirm I would be safe from harassment if I visited the branch to close the account – I asked FOUR TIMES in writing and they were unable to give me the assurance. I will now simply withdraw the funds and let natwest waste their time sending me a monthly paper statement for an account with a zero balance.”
“Terrible customer service , Theyclosed my account down without telling me . It’s been 3 weeks for them to get in touch , I have all my months wages in account so not be able to access it . No food shopping no bills been paid , they are telling me will have to wait up to 60 days to access money with no explanation. Please stay clear off this bank , I never review anything but this is just wrong doing to any human , I will make sure my message gets out this is just the start”
“The Balham branch in London are most lazy and useless and unhelpful. So my advice ..stay away.
Mt wife is Chinese and 2 times now she went in with different problems. The staff just told her to go back and do it on line. She cannot use internet easy so hence took time of work to go in. 2nd time she had to with Photo ID. Still not sorted. Terrible service. Use another bank !! We will move accounts soon.”
“Isn't it great to see NatWest being prosecuted for breaking 'Money Laundering Regulations' after these educated idiots have spent the past few years trying to destroy their customers' businesses by implying and accusing them of 'wrong doing' and that they were 'criminals' when they themselves are the biggest criminals running the biggest 'racket'
Dump this useless bank and change to another, FAST !”
“Took out a secured business loan with NatWest to buy the freehold of my property three years ago. They did all the usual checks upon checks including my Passport, Driving licence and Utility bills.
Imagine my surprise to receive a letter from their 'Business Profile Team' on a letterhead with just their logo on and no 'NatWest'
name. Told me that they were doing a 'Business Profile' check on me to make sure everything was in accordance with the 'Financial Acts' etc and to 'Prevent Money Laundering, Crime, Evasion of Tax etc.' They asked me to send confidential documents to them via a link called 'Hooyu'. Now that sounds very 'Chinese' to me. We have been continuously told of 'fraudulent scams' and 'fraudulent activity'. So being worried, I called up my local 'Regional NatWest Business Centre' asking to speak to my 'Business Relationship Manager'. They said they had to take some 'security details' from me first. They asked me to provide my name, dob, name of business, how long I have been trading, the turnover, how many staff I employed, any other businesses I had, any overseas property I had, any other person who had 'authority' in the business etc. After I had given all the information, the guy told me they no longer have 'Business Relationship Managers' and all queries would be directed to a central line. When I told them about this 'Business Profile letter' and asked if it was 'real', the guy was very cagey and asked me to contact the number on the letter. I asked what it was about and he said to 'speak to the Business Profile team'.
When I called the number on the letter, the guy asked me the same questions, again, and unbelievably he said he couldn't find me on their 'system' !
Having taken out a big 'Business Loan' secured on my property, only three years earlier, and having provided my Passport, Driving Licence, Business Utility Bills to them in person to them to get the loan, this guy at the end of the phone said he couldn't find me !!!
The guy wanted to know how many times I had been out of the country, whether I had any businesses in any country, whether I had any properties in any country and how much I earned in the past twelve months.
I told him NatWest had all these personal and confidential details already but he still said he wanted me to to upload them onto 'Hooyu' and wanted me to send details of my accounts and a letter from my accountant. Otherwise, he would freeze my account and I wouldn't be able to pay in or withdraw my money and they would close my account if i didn't 'co-operate' !
The guy was extremely rude, unpleasant and threatening. How do you expect customers to remain with NatWest?
How can they say they can't find you on their 'system' when you have a large loan with them and with a direct debit paying them back monthly ?
I spent the following two days opening a new account with another bank. The new bank told me not to worry and they would sort everything out for me. They did that without any hassle. They transferred all the direct debits and standing orders over to the new account within three days.
Everything is great with the new bank and the 'service' is miles better than NatWest. Don't hesitate, guys ! change banks immediately, if NatWest continues to employ idiots to give you a hard time and make you out to be 'criminals', when you have done nothing wrong !
NatWest ? avoid them ! worst banking experience I have ever had and I have been in business for over forty years”
