Natwestbank Avis 629

I which I could give a NO (none) Star review.
This is the most deficient and incompetent organisation and a terrible bank. Mistakes and insightless inadequate personnel is the norm.
The appalling customer service is only surpassed by the gross and abusive complaints dept and the entire banks cover-it-up and never-admit-your-mistakes philosophy.
Horrible organisation that won’t even disclose honestly to the Financial Ombudsman.
Don’t give them your custom.

Avoid. You can only apply online- believe me, your nightmare is only beginning.
The ID system they use is absolute shite
Don't waste your time or stress your system.

Trying to log into NatWest online banking on my new device. Asked me to register again for online banking. Won’t accept my date of birth said it was incorrect. Rechecked my entry and asked my wife to try, both came up with same outcome. I’m pretty sure I know my DOB. Tried the AI help but just went round and round in circles. You explain the problem and it says what’s the problem? It finally advised using the WhatsApp link but there was no link and finally it said to get help from a human to log into online banking which obviously I couldn’t do in the first place. This is not customer service. So frustrating, annoying and a complete waste of time and effort.

Natwest need to understand that when they make an error, there are human consequences rather than just monetary ones. Their customer service is appalling and they offer little time no apologies when they make mistakes. They used 'word salads'concocted by their trainers in an attempt to pacify and placate in the most disingenuous way that it turned my stomach. Rather than focusing on literary contortions designed to defer and deflect..perhaps a genuine 'sorry, we made a mistake' might go a little further. Please try your best to have nothing to do with this organisation. They have nothing to offer you other than a soulless vacuum bestrewn the 'technical difficulties' and indifferent attitudes. Only wish I could give them a lower score!

There are so many delays with the bereavement service with a promise of a 10 working day response.This was never actioned once the correspondence was me calling them to hurdle after hurdle. Very poor dealings with people who have suffered a loss.

I had an amazing experience with Beate Sheridan. Loughton Branch. She was incredibly helpful, patient, and understanding throughout the entire process. Her friendly and approachable manner made everything much easier, and I felt very comfortable asking questions.

Her customer service was outstanding—any issues we encountered were resolved quickly and efficiently, which I really appreciated. She went above and beyond to ensure everything was handled smoothly and kept me informed at every step.

Overall, it was a pleasure dealing with her, and I would highly recommend her to anyone needing support.

Had an erroneous debit on my account, raised it online via the NatWest app and they resolved it immediately! The same day! £60 back Success! I did provide evidence (and the dubious debitors never contested it)

Outstanding service by the Fraud Office of NatWest after my credit card was "hacked" while on holiday. Fraudulent transactions were stopped immediately and a new card added to my "wallet" for immediate use, after thorough security checks. Thank you Ashley. It's very reassuring to have such a professional organisation checking my finances.

I have been with Nat West for over 50 years. Nat West once provided a good service; the reason I stayed with them. However, their service has declined, over recent years, it is certainly not customer focused.
I used an ATM yesterday, I seldom use them, maybe once about every three months. I needed cash for my birthday celebration, so I used a machine at an ASDA store. The ATM malfunctioned and did not return my card or issue MY money. So, I had no debit card or money to celebrate my birthday.
I spent over an hour using my mobile app trying to report this. No telephone number on the app to contact Nat West, rather you are forced to use their useless chat bot Cora. Cora is useless, I have never had a successful experience using this, nothing is clear and no help. It takes over half an hour for a person to get involved and they are just as useless with their long standard irrelevant responses.
I finally found a number online to telephone the bank, firstly there was a long introduction about Olympics, which I was too stressed to care about, then there was the usual long wait with a series of irrelevant questions before I could speak to person. Their solutions were frustrating, given I had no cash and I do not drive which I had explained. Solutions, they would send me a code to go to a Nat West bank or associated ATM, erm where are the Nat west banks and ATMs; they are all closed. So, at aged 73 late on a Friday afternoon I was expected to use public transport to travel the city in the hope of finding a Nat West bank or a partner ATM
Also, I was informed that the cash could be returned to my account overnight when the ATM does its overnight accounting; it was not. Alternatively, it will take up to 15 days for the cash to be returned if my claim is SUCCESFULL!!! The bank policy on this is very disturbing it is clearly stating that I may not be reimbursed for a bank/ ATM fault, Also, it will be 10 days before new debit card arrives. They didn't care; it was 3:30 on Friday afternoon, almost time to go home.
So, my birthday celebration spoilt, also in the panic. I lost a piece of jewelry on the bus.

Absolute useless bank. Been locked in various attempts to complete a business review and can’t and if I don’t by Monday they block my account. No wonder they have the lowest scores of any bank.

Still waiting for complaints to sort complaint out you ring and on hold for over 15 minutes this company really bad for complaints n answering phones and had couple of them that talk to you like your a young child

Ref PHO-0432024926
I went on rewards to see what was on offer
Only to find they took £7 from My Rewards. For cinema tickets I did not want I Complained on 23rd February 2026 I phoned regarding to Cora
CORA What a load of rubbish
Then I phone Natwest and put in a complaint No joy there still waiting to here from them Seriously thinking of changing my banks as loyalty means nothing to Natwest anymore

It has been six days since my account was frozen the 2 promises made by the Nat West team have been broken.
The first is that they would allow my account to be used for day-to-day living. This is not happening, standing orders and direct debits are bouncing, though there is more than ample funds to honour them.
As a side note, Nat West accept payment with no issue.
The second was that I would be contacted within 5 working days; these two have not occurred.
My customer support specialist has withdrawn their email, perhaps not realising that I would notice or that it is NatWets policy, as this person is the only contact I have emailed them, hoping that they will take action to support me, as this is in the title of their position. If there are any organisations that can see I can help, it would be appreciated, as even though I have been with NatWest for 50 years, they are not interested.

Simply impossible to contact this bank anymore, Cora system is useless, cannot speak to anybody, can only be described as a shambles.

NatWest travel insurance, which comes with it's flagship Black account, LOL.,while visiting Barbados I fell and injured my back causing persistent pain and limiting my mobility, I saw a local Dr who arranged an MRI scan which had to be authorised by the insurer as the cost was greater than £500 this was not forth coming despite many calls to Indian call centres who kept promising to call me, but never did , so they say you're covered for medical costs of up to £10 million, but in reality it's capped at £500, the insurance is hardly worth the paper it's written on as they are very reluctant to be of any assistance.

1 Star is one too many..
Tried to switch to them wasted an entire day on their ID system,kept saying photo"too light/too dark/too close/too far/too fuzzy" tried different phones/tablets..no good.. they closed down 2 account set ups,gave no options on ID...spent time talking to an agent who could only read their script and not offer any solution..

The reason they are paying people to join is because they are SO BAD at customer service..

Walk on by and go to another bank

Everyone confirms Nat West is abusive and horrible.
Sainsbury’s Credit Card was a joy. Support fabulous when you needed them.
Nat West is pure abuse.
An hour to 90 minutes wait to answer the phone.
I raised a complaint in October. I had to chase it in November. Kelly from complaints confirmed Nat West would be back in touch within five days.
I am still waiting.
Their support staff are disgustingly abusive and rude.
I cannot believe I have lost my favourite credit card and received nothing but insult and diabolically poor service with no complaints procedure whatsoever.
Complaints is just a big black hole that you never hear from.
I wish the FCA would do something, but we all know they don't
The corrupt FOS is a complete waste of time

The worst customer service in the history of banking. 20 days later found out my form had not been processed and not actioned. 4 separate calls to different people who all lied and said it was being processed. Do not bank with Nat West under any circumstances, even if they are offering cash to do so.

Best Bank by far
Always helpful & only bank that would open me a current account i will always stick with NatWest & forget the rest!