Natwestbank Recenzje 

I have been a NatWest customer for many years and recently experienced significant difficulties while trying to update my account details and resolve an associated dispute.

Throughout the process I repeatedly disclosed that I am a disabled customer with Complex PTSD, dyslexia and mobility limitations. Despite these disclosures, branch attendance remained the default solution presented to me, even though I had explained the barriers this created.

I also provided substantial evidence of identity, including official documentation, long-standing account history, correspondence sent to my registered address, and communication from my registered email address.

A particular frustration was the complaint handling process. Customer Relations sent two separate responses which simply stated that my correspondence had been forwarded to another department. Neither response addressed the substantive issues I had raised.

Meaningful engagement with the complaint only occurred after I escalated the matter to the Chief Executive's office. Following that escalation, the Executive Response Team confirmed that a full review would be undertaken.

My outstanding concerns remain the correction of my account name, resolution of an outstanding chargeback relating to a medical device, and confirmation that reasonable adjustments are properly recorded and applied.

I am leaving this review because I believe disabled and vulnerable customers should receive substantive engagement with their concerns before matters reach Executive Response level.

I reported a suspected fraudulent subscription charge immediately and followed every instruction NatWest gave me. I raised disputes, completed forms, spoke to agents, and provided all requested information.

Instead of resolving the issue, I was repeatedly redirected between automated systems, dispute processes, and support teams. I was told to wait for the payment to clear, wait for investigations, and wait for updates. Meanwhile, further charges continued to be taken.

The bank acknowledged the merchant and reviewed the transaction, yet the overall process felt confusing, inconsistent, and ineffective. As a customer trying to report a potentially unauthorised recurring payment, I expected clear guidance and prompt action.

Unfortunately, my experience was the opposite.

This has seriously reduced my confidence in NatWest’s dispute and fraud-handling process.

Not enough staff in the Epsom branch ..dozens of people waiting... had to stand and do personal high level transactions that took nearly an hour (took 10 mins in Barclays) everybody listening to private details. Disgusting... Lets Chat rooms not in use as he said not enough staff!!!! come on Nat West Offer a service please.. just copy Barclays over the road....

Doesn't deserve even one star. Poor custumer service and not helpfull at all . Always problem when money in to account.
Stay away from them

Terrible service! Try and do the right thing answer all security questions on the fraud team because they've decided to stop the card and then they tell you have failed security even thou you haven't so they can get your passport details! Terrible hassle for an elderly disabled person!
Keep the card

I've been locked out of my account twice this week. Firstly I was locked out for 24 hours when my Mum transferred me funds towards a new car. She has the same last name as me and is also a Natwest customer, so obviously it was legitimate. This meant I had to delay the collection of my new vehicle and nearly lost my deposit.

I was then locked out again a few days later when Motorway.co.uk paid me for my car I sold to them. This meant I had no method of checking if the funds had landed in my account, and essentially was left with no choice but to allow them to drive my £22,000 car away and simply assume it had been paid.

Natwest are a great bank for minimal pocket money spending and receiving, but absolutely no good for large important life transactions that are time sensitive. I wouldn't trust them with anything other than pocket change - and as soon as I can access my £22,000 in my account, I'll be transferring it straight to Halifax and closing my account down.

I have been a customer of NatWest for years, and I would not recommend them if you are going through a rough time and need support. I have made them aware of my circumstances and they make it difficult to get your money at your most vulnerable times, I cannot upgrade the NatWest app and tried to log in to online banking and you can’t access this without approving it on the app, this should be a back up service of the app is having issues, bank machine never paid out the correct money i has to wait four weeks to get this back, you get paid at 2.15 am it’s a horrible bank

I recently made a mortgage application. Donna Tonkin.

I just wanted to take a moment to sincerely thank Donna for all of your help and support throughout our mortgage application process.

Donna’s thoroughness, professionalism, and care in handling all of our documentation made such a huge difference to us. During what has been an incredibly testing and emotional time for both me and my partner while she undergoes cancer treatment, having someone as supportive and efficient as you has truly helped lift a great weight from our shoulders.

Buying a house and securing a mortgage can be stressful at the best of times, but her hard work and attention to detail helped take away so much of that pressure — both mentally and financially. We always felt reassured knowing everything was in safe hands.

We are genuinely grateful for her kindness, patience, and dedication throughout the process. Thank you again for everything you have done for us.

I've been a loyal NatWest customer for years (since 11 years old) but after a poor experience with a Section 75 dispute, where NatWest failed to properly support a legitimate claim against a faulty vehicle; I've totally lost confidence in them as a bank.

Moved to Nationwide FlexPlus which offers the same packaged account benefits for £4 less per month.

Sometimes it takes a bad experience to realise there are better options out there. Loyalty and the law means nothing to NatWest, switching to Amex and Nationwide has been genuinely amazing.

My wife and I have held a joint current account and credit cards with NatWest for over 50 years, and we can tell you we have had enough of their couldn't care less obstructive tactics. We are trying to open a fixed rate ISA EACH(we know you cant have a joint ISA that they keep repeating instead of actually helping). On our JOINT account we have one log in for online banking, (well you would on a JOINT account wouldn't you? But that is no good . When we try to arrange individual ISA's online defaults to me and refuses to recognise my wife although she is clearly registered and also gets her own communications from the bank yet it steadfastly refuses to allow her to open her own ISA. That is in itself is descrimination and insulting to my wife. So we contact the the utterly and completely useless Chatbot so insist we are put through to a human, except that human is quite obviously an offshore call centre that just trots out the same rubbish as the bot. We give an angry reply and then told someone will contact us, well they did and still the same old rubbish that has no connection whatsoever to our enquiry. So we visit a branch (extremely rare now days) that turns out to be nothing more the the banking equivelent of a fruit machine arcade, just rows of robots. We find a member of staff, point out that I have had an account for 60+ years and our joint account 50 + years and detailed our complaint. This is met with a shrug of the shoulders and a " we can't do anything here " WHAT????? So we spent a morning travelling to a far flung branch to be handed a phone number with a "phone them they might be able to help" USELESS. Anyway long story short we have taken our business to Tesco who actually offer a better we discover and are now actively looking at changing to another provider for everything else. 60 years and couldn't care less?? Diabolical.

AWFUL BANK, LOCKED MY ACCOUNT FOR NO REASON HAVE LEFT ME AND MY CHILDREN STRANDED ABROAD, TOLD ME TO WAIT 5 DAYS HAS NOW BEEN 8 AND STILL NO DUTY OF CARE WHAT SO EVER, NEVER BANK WITH THEM!
NOW LOOKING TO REPORT TO NEWSPAPERS AND FCA FOR LACK OF CARE AND EMPATHY TO CHILDREN UNDER THE AGE OF 3 BEING LEFT ABROAD WITH NOTHING

I recently went through a process to open an account online and after I uploaded all my documents I've got a message that all is set up and approved. I tried to sign in into my new accounts but I couldn't. The reason was they don't have my telephone number even though they sent me multiple messages on my telephone number. There was no way to add my telephone number and no ideas for the next step. But they asked me to leave a review so I'm leaving this review after I received new message send on the number they don't have telling me that they couldn't approve one of my document which was previously approved the day before. So thank you very much for absolute waste of my time I'm not longer wish to be a new customer.

NatWest make life incredibly difficult, with a slow to manage app, poor in app support (thanks to poor AI implementation), terrible phone service and endless queues in retail banking locations. I was seeking to withdraw money, close accounts, and escape from their clutches. I've been trying to achieve this since December 2025, with more frustration and even less satisfaction. Despite personal challenges, I have persevered but am utterly disappointed by the poor service across their platforms.

Eventually after almost 40 minutes of waiting I was seen and assisted by people who understood how to 'make the systems work'.

Ludmila, who was welcoming disgruntled clients, and regular banking activities - despite being heavily pregnant, they hadn't provided any support, no seat, and no respite/break in the almost 1hr I endured there - managed to be incredibly professional despite clearly being stressed by the frustrations of people coming in. By the time I had the opportunity to speak with her, I simply said 'having heard the gentleman who just finished speaking with you, I'm in a similar position and just need to close out my dealings with NatWest and never deal with them again!'

My sincere appreciation for GLESS (Ingless) at the counter, who was warm, professional, effective and a pleasure to interact with. Perhaps if NatWest had more staff like Gless and Ludmila, clients such as myself would not be leaving in disappointment, frustration and anger.

I have put in a complaint; which was a challenge to navigate their website, search fruitlessly before finally finding the form to submit without having to deal with the AI bot again ... received a 'we're sorry, here's your complaint number'. I wonder if they'll actually respond, I'd like to live, so I won't hold my breath!

I opened my account when I was 17yrs old and a student nurse in Preston Royal Infirmary, my qualifications are S.R.N. S.C. M. HV
It's the worst bank ever, they will never tell the truth, deny access to account and have the most disgusting customer service. They just want your money so run away as fast as you can.
They didn't investigate a scam that took my life saving but did investigate a trusted friend.
Just remember and "Pass on by", they only care about profits for their share holders!

I would like to add that the female who works for NatWest bank has left my account blocked and gleefully said she is going on holiday. As I am waiting for payments into my account and unable to access my online account, and due to double hip replacements, and reduced mobility for a while, I will now contact the ombudsman and make an official complaint.

WIsh could rate with 0

Horrible bank, so complicated, i million passwords and even after veryfication with PINS, passwords then you still mjsut do picture of yourself and god knows what else. IT would be faster If i walked from scotland to their branch in london and do it in person rather than usign their brilliant technology
dont use this bank, hope they will fail

I wish I could give a NO (none) Star review.
This is the most deficient and incompetent organisation and a terrible bank - especially in the credit card dept.
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!