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"Natwest are absolutely awful and their customer service is rubbish. They had frozen my account without giving me reason leaving me without access to my money for a week then 2 weeks later i recieve a letter saying they will be closing my account again without reason. What is more annoying is the fact that everytime i rang, everyone i spoke could not tell me what was going on so i was either told to go to the branch (even the branch were unsure what was going on) or wait for them to ring me which never happened. I am absolutely fuming at them for making me feel like a criminal and making feel like ive done something wrong when i have not done anything. i wouldn't recommend anyone ever joining their branch as they do not appreciate their loyal customers who have been with them for more than 10 years. It is very unfair what they have done."
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"It's no wonder Natwest have 1 star on Trustpilot.
I used to think that Northern Rail were the worst company I have ever used, that was until I applied for a mortgage with Natwest.
Never have I known such woeful incompetence at every single stage of the mortgage process.
We were delayed by over a month (and are still delayed) due to multiple instances of consultants writing down very simple pieces of information down wrongly.
We paid for a home-buyer's report over a month ago and it still hasn't been done due to Natwest first getting the estate agents address wrong, then getting our address wrong, then getting our phone number wrong, then the surveyor that Natwest forced us to use cancelling on the day of the appointment!
During each of these failings we were never once informed by Natwest what was going on, and we only found out when we called up ourselves.
We are now at the stage where we have to call Natwest every day just to get some simple information out of them, this always takes around an hour as they take so long to answer the phone.
This is no way to treat paying customers, especially those you are entering into a multi-decade relationship with.
Sort it out.
"You're ruining moving day for us"."
"Worst customer service I have experienced. Telephone banking is 30 mins on hold on,unto get through to someone who doesn’t know how to transfer funds."
"Phoned customer services to report my card lost and for a new one to be sent out. After answering a variety of security questions which included date of birth, home address, full name, account number, list of recent transactions, I was refused a new card as I couldn’t answer the final security question ‘ the exact amount of a recent transaction’ I was then told to go to my nearest branch which is 10 miles away as our town branch has closed. So now I have to take time off work to do so, very inconvenient and just outrageous customer service."
"Apalling customer service"
"Absolutely awful bank. Most of my friends and family agree."
"Natwest frozen my account alongside my mum's who is on her last stages of life with out no explanation at all... then after 4 weeks write to me still no explanation saying take your money we are closing your account"
"Lots of promises but no sevice delivery,waited to try and open an account for more than 2 weeks,Lloyds did it for us in 10 minutes???"
"Nat West Camborne Cornwall
For the last 5 months we have been receiving Nat West Statements for a company calling themselves Astute Estates, a company that has absolutely nothing to do with us! We have tried returning the mail to sender, we have complained to Nat West Head Office and on 24 August we actually came into your branch to complain face to face! We would point out that we were forced to stand in a queue for ages because your branch is so woefully understaffed. When eventually we were served the cashier said she would try ringing them and asking if they would come in and change their address. I complained that this was not good enough, whatever Nat West and your client did was not our business but we did insist that our address should be removed completely from all records relating to this company! The cashier said she would speak to the manager and get the address changed to the Nat West branch. Clearly this did not happen as yet again we have received a statement for Astute Estates. We have no idea what their financial situation is but as they are using our address without permission something which Nat West Camborne is knowingly complicit in I might add, this could seriously affect our credit rating. As well as writing this review I shall be writing to Nat West Camborne today with a view to taking legal action. There are only two names on our house deeds....and they don’t include Astute Estates....this company does not have the permission or right to use our address! Neither do we have any accounts with Nat West, thus apart from a letter of apology we do not want to receive anything further from you or any of your clients who don’t appear to know their own address!"
"They closed my account without explanation and refused to discuss it with me. When I got my credit report to find out what was going on it suggested that I had been the victim of fraud, although I was unaware of this. Surely a bank should help you in this situation not kick you out and refuse to talk to you! I have written to NatWest for an explanation but they have not replied in a month - appalling! Will now be writing to financial ombudsman as I believe this behaviour is in breach of their own terms and conditions. Nationwide have since helped me to open an account with them and to clear the cifas from my otherwise good credit report."
"Poorly advised on mortgage deals, leaving us locked into a long deal which will cost us thousands extra over the term. I wouldn't trust this bank again and strongly advise others to seek alternative banks to do business with"
"Customer service is shocking. One cashier at tills. Can take up to 40 minutes just to get served. And they have staff standing around saying do you need the till. Why would I stand in a line for ages if I didn't need the till. It is getting to the point now where I am going to change banks."
"Terrible customer service . Given different conflicting information on two separate occasions . Waited 45 mins on the phone to speak to relevant person , who after another 30 mins told yet different information and was unable to resolve my issue . Avoid !"
"Called on 31st August to set up online banking ready to make a bank transfer by 4.30 on 5th September to purchase a car which I need to be able to work . Advised I would be sent an activation code , which I then accessed to set this up . Online system said I needed a second activation code to be able to call to make the transfer . After an hour and a half on the phone to sort it out , told at 4.15pm I had to get to a branch in next ten mins to make payment ! Beach is several miles away ! Terrible service , given wrong I formation , waited nearly 45 mins to speak to the correct person who then told me I can’t make the transfer . Avoid this bank !"
"Telephone banking appalling service. Waited 6 mins and no answer usual message ‘higher than normal volume of calls etc’
Called again and selected loans service....surprise surprise answered quickly!!! Then put through the entire system again....another 4 mins then told should have selected another option. Another 11 mins and still no answer just automated mesage apologising for the delay.
21 mins and no answer ...given up. Have paid £ to listen to irritating music and automated message.
This happens EVERY time regardless of say of week or time of day.
Of course customers now have to pay for these calls.....NatWest are making a lot of money for unacceptable service.
Avoid this bank.....do not ever join NatWest ... it’s gone completely down the drain.
NatWest you need to sort this out for your CUSTOMERS!!!!!!!"
"Lost debit card ,reported to a really friendly chap and new card received within 2 working days"
"Incredibly poor experience with Natwest. I'm saying it now, Don't bloody bank with them!
I had been unwell with PTSD the past two years and that basically meant I didn't check my finances for a year or so whilst I was unemployed. So after recovering enough to finally get a new job and start earning again I try to log into my online banking to see how much money I have in there, and to see if my new wage went in. Natwest had locked all of my online banking and accounts. I was advised to go in branch - So I did. Staff told me because there was no activity for 12 months they closed my account and put all of my money on hold?! Absolutely no contact from them during this time, no bank statements, nothing through the post to notify me of this happening. I have just opened up a new account with a different banking company and am going in branch today to transfer all of my money to my new bank! Absolutely disgusted. I was with Natwest for 10 years and this amount of 'service' is just unacceptable!
Don't even bother with them!"
"Poor customer service. Fees for basic transactions that shouldn't cost a p in the digital era. Their bank app is very limited so for larger payments I was forced to go to the bank - something I hadn't done for years! Old fashioned.
Their staff was rude and incompetent - the cashier threat me 'I don't have to transfer your money if I don't want'. Well yes you have, the clue is in the name: it is MY money."
"Never helps only consider their incomes. I am a customer since 2003 but waste of time."
"Rude, unhelpful customer service."
is rated 2.06
based on 97