March 2023 by Linda Williams
I visited on 22nd Feb 2023 and (I believe her name was) Jenny couldn't have been more helpful in guiding me through the process of completing the NatWest retail disputes claim on my phone.I'd foolishly used my debit card when I made an online purchase from a company in Oct 2022 for Christmas presents and had numerous emails with the company.On 28th Feb 2023, NatWest refunded the full amount into my account. I honestly thought I had lost my money as it was a debit card not credit card purchase and certainly learned a lesson in checking what company I buy from.Thank you so much Jenny , you are amazing, kind, patient and know what to do.
January 2023 by Denise D. Aguiar
I'm from South America, I speak little English and I think it's amazing how the employees of this bank are attentive and patient with me, I really love this bank. Thanks for your patience with me.
October 2022 by Kim hutton
Clerks answered chats quickly. Think this bank is notorious for charging interest on credit cards. Paid 4x minimum payment, more interests, multiple times.&how many time I need to contact them formally, cancel university installment? Twice - by the side of the VCs
October 2022 by Merwan Ashour
Claire, dawn and Sophie were excellent in dealing with my mom and my accounts! there was barely queues. Very efficient! Thank you NatWest :)
August 2021 by Megan O'Connell
Anything you try to do in person, you can't... literally every visit is is infuriating
April 2021 by Sara 987
Enquired a couple of weeks ago about a direct debit due to the fact I was disputing an incorrect bill. Lovely lady staff member told me to come to branch if it was taken out and they could sort it via the direct debit guarantee and reclaim the money if was same day. Returned today and debit was taken out so went to branch to ask. I felt like a big inconvenience and was told that in future would have to do myself via app or online and asked why I hadn't cancelled it anyway! It was a long story and why should I have to explain as a (valued?) Customer?. Particular member of staff there that always tries to push me to online banking or app and he has even called me to offer to send me a link. He asked again why don't I bank in branch and I am fed up with him thinking I have to justify why I want in branch service as a customer. Think he is on commission for sure! Now looking at other bank options who realise they are a service industry!
March 2021 by ColinS-45
Always had good service, never had to queue. Then again I moved up north years ago and do everything online and by post.
February 2021 by Peter Spearink
Absolutely shocking and disgraceful service st such a time as this. I need to cancel a direct debit before any more money is taken out. I simply cannot find out how to get past the auto answering which keeps asking for a number that I do not have because I do not do telephone or online banking. This now forces me to go into town tomorrow which as a cllinically extremely vulnerable person I should not be doing, especially in this westher. Think again Natwest, shame on you.
January 2021 by di(B) ma
Clerks answered chats quickly. Think this bank is notorious for charging interest on credit cards. Paid 4x minimum payment, more interests, multiple times.
December 2020 by Ted Pearson
They were very helpful
October 2020 by Claudia C
Mr Richard was very professional and very knowledgeable about everything i asked.
October 2020 by Samir Cassem
Such poor service! Only ever 1 person serving at the front desk... 3 people front of house with ipads... Just a suggesting maybe have 2 people with Ipads and open the other station... Been in the que now for 25 mins with still 4 people to be served before me... As a Premier banking customer this is shocking service!! Staff need to recognise when it's busy and man the other till??? Surely that is common sense?
June 2019 by David Grimwood
Disappointing and frustrating on 28th May - had to queue for forty minutes as only one counter open. Despite front-of-house trying to be helpful, there was no effort to open more counters and clear the queue. When finally served, there was no apology given at all by Connor - it would not have cost him anything to do so. When I asked to file a complaint he blamed the previous customer (not fair or true) - it seems that customers are unwelcome at this bank for some staff, particularly as people in the queue were told that the bank wanted everything to be digital - which is simply unrealistic for many transactions (we wanted to collect foreign currency). I then asked at the front counter to file a complaint, there were no forms available and after ten minutes of waiting for one to be found, the staff member gave me a card with a phone number, which failed to work. I have normally found the bank staff helpful but this experience was unexpected and unacceptable.
May 2019 by cake5000 .
Aweful service considering changing banks didn't get seen until an hour.
January 2019 by Sarah O'Connell
Majority of the staff extremely keen and helpful.
