They are unhelpful when you have a problem. Their website has been offline more times than I could count. As I travel around the North East I visit a few different branches which are all woefully understaffed with people who are about as helpful as syphillis. No Email address to communicate via. They messed the relative easy job of opening my business account up so much I cancelled before it was even finalised. They have messed up a couple of very important transfers with no apology or quick solution which caused me to lose £100's if not £1000's. THEY ARE USELESS, STAY AWAY!!
All I wanted to do was open a joint account with my partner and we both have accounts with natwest. The first attempt was through the local branch. The guy obviously did not know what he was doing. He said he would call but didn't. He had no idea why it was taking so long. I called Nat west then and they said that he never uploaded documents. Eventually, the application expired without any warning and we called in twice to check up on the application. Second attempt, via the internet and post, I have no idea why it never went through, they requested bank statements so I sent them, they sent them back and requested them again, I have called 5 times since. They take your number. They never call back. They have no answers. Ask to speak to someone higher up they say that they will put you through to complaints. If you ring complaints they may give you £50 to make you happy. I'v no debt, I have no assets, my case is not complicated. They are not intelligent people to deal with. Their loss, I'll put my money else where.
Given up with Santander, need to move all my personal and business accounts: 1. Read reviews - NatWest is good for business banking 2. Complete online questionnaire and submit 3. Text message received following day, to call a number between the hours of 9am - 4pm (received at 3.40pm) 4. Ring number, six times to enable me to navigate around a rubbish phone system 5. Finally speak to someone who I can barely understand 6. Told I need to spend 45 minutes on the phone repeating everything already contained within my online application, but going into 'greater detail' - eh, why? 7. Then I have to go into a branch (despite the fact that I do not wish to bank in a branch) with numerous bits of paper to prove my identity as well as 6 months of personal bank statements - no idea even where my nearest branch is and since I live rurally, it takes me a while to get to wherever the branch is.
So all in all I need to spend approximately one entire day attempting to open an account! Don't worry though I'm only trying to run my own small business and can easily spare that time, NOT!!
Compare that to First Direct to who I'm moving my personal account to. Make application on Thursday, debit card and paperwork received Saturday. Account operating and switching in place on Monday. Other banks seriously need to take note of First Direct's excellent customer service.
Honestly though I don't think the banks have learnt any lessons and all this rubbish about they've been told to look after small businesses, is just that 'rubbish'. They don't care and they have no interest just so long as they continue to milk money from small business to pay their bonuses.
This is a review of the Stafford Business Centre and Natwest Complaints Team. I have been with Natwest for over thirty years, and have personal, saving and business accounts. I have spent around fifteen years working in banking (including Natwest), and also have accounts with Lloyds, Santander, Nationwide and Britannia (Co-Op). Natwest used to offer me the best premier accounts, highest saving rates, lowest loans and a very personal service through the same long standing relationship managers. Gradually, the local ownership and control was lost, especially with the takeover by RBS. Now, the most common communication from Natwest is the notification of a new relationship manager every few months, and the introduction of a monthly £10 charge on the business account, which in previous years had always been waived due to the very small number of electronic transactions and lack of cash or cheque processing. I have just complained about paying £70 in fees on an account with around £170 in it. They could have told me about 'Direct banking' where there is no monthly charge but that isn't managed within the Stafford Business Team and so would effectively be a loss of an account for them. So, my £70 has not been used to give me any advice or even notice of all alternatives within the bank, and costs of running the account must be pence. The complaints team is like the scene from the start of 'Hot Fuzz'... Would you like to make a complaint, which will then be 'looked at' (for a month or two) just to make sure that legally the bank can avoid any responsibility, before repeating the original decision. Sound familiar? It's the same attitude, we have seen with the Investment Banking crisis, and the miss-selling of endowments The good news is that moving a personal account and any direct debits, etc. attached can be completed by your new bank within a week. Both Nationwide and Santander have unique offerings which has meant that my banking service is once again personable, professional, low cost and with much much greater benefits for me: A far more comprehensive low cost 'premier' package (Nationwide), cashback on bills/supermarket spending/petrol (Santander) and up to 3% interest (both). I haven't needed the personal attention from someone I know because everyone is so helpful, professional and friendly. In summary, I could not recommend the Stafford Business Team. I have no faith at all in the NatWest complaints team. The products are outdated, relying on people staying put or in my case miss-guided and un-reciprocated loyalty. And if we tolerate it, they won't change... but the silver lining - my eyes have been opened to what is available elsewhere.
Unable to speak to anyone re mortgage. Left in queue until you hang up in frustration. quickest call back request is 6 days away and no-one calls. This experience is repeated over and over again. I have tried to remortgage with them for a year and have yet to speak to anyone!
It has taken 3 months to get a new card sent out for my business bank account. I've just phoned them today for the 4th time and was asked to fill out a new card application form!!!!! I HAVE A BUSINESS ACCOUNT WITH YOU AND NO DEBIT CARD - how am I expected to make purchases?? Any way was on the phone for 28 mins trying to resolve only to be cut off. I feel like I'm banging my head against a brick wall. If you'd like to run a business without spending the majority of your time on the phone to your bank I'd suggest going with someone other than Natwest
I have applied a Business Bank Account with natwest and it's over a month now, there is no progress. For last one week i have been calling them for the account number and I get only one response "Its almost done and will have the account number in 2 hrs" but this has been the case from last one week. The worst customer service from this bank. I would like to give 0 start but do not have negative marking.
i had a bank account happily with natwest for years without any problems. that was until i needed something more than then to take my money and hold on to it.
I went in to see the team at my local branch (bury) about getting a mortgage and was told there would be no problems and to proceed and put an offer in on the house i had spoken with them about.
upon this offer being accepted i went in for the in depth mortgage application, only to be told they could not offer me this amount as they didn't calculate it properly when they told me it would be ok.
i then resultantly changed bank and applied for a mortgage with another bank. as part of this application i needed to show bank statements for my natwest account (now closed) to prove all my spending and income matched up.
i have informed the bank i need these statements as i am being chased by the seller yet this seems to make no difference to them.
it is now approaching 2 months since first applying for this statement, at least 6 phone calls and repeat applications to various members of the natwest team (including managerial staff) and i am still yet to receive these.
This matter is still on going and could actually result in the loss of my house due to the incompetence and total lack of customer service from the staff at natwest.
i will up date this as and when the problem is resolved.
I went to work abroad for 2 years in Dubai. Obviously I did not use my natwest account to pay money into, I used a foreign account. I returned to the UK 2 weeks ago as I have employment. I called Natwest to see if my account was still active. They said yes, so I asked for New card and pin number to be sent out to me. The card arrived, but 2 weeks later I still have no pin number...
SO...I need to purchase a new vehicle for commuting to and from work. I called natwest and asked them CLEARLY "If i have £2000 transferred into my account after 2 years of not using the account so I am able to purchase a vehicle, will it be considered suspicious activity and be withheld for a period of time" ... I was CLEARLY TOLD "No sir, we have made a note on your account and the payment will be cleared immediately"
HOW FOOLISH I WAS TO BELIEVE THEM!
I had the £2000 transferred into my account by my father. I then went into the branch this morning to collect the cash and was told IT HAS BEEN VIEWED AS SUSPICIOUS ACTIVITY and we will be holding the payment until we are able to verify...
These people are nothing but uneducated liars. I know have £2000 sat in account that I can not have access to and it is Natwest that is dictating to me when I can take my own money out of my account!!!
If it was possible to give zero stars, trust me I would!
This is THE worst bank out there. They have total disregard for their customers AND their customers money!
Like many people who have reviewed here, I would give this bank no stars if possible.
My husband has been a loyal Natwest customer since he was a child. (he is now 45) He pays annually to have their private banking service and when I first met him he thought he was getting a good service from them until I pointed out that for home insurance they were charging him double what he could get elsewhere. When challenged on this they brought the price down to closer what we could get elsewhere and said their better prices were only for new customers! This obviously means that once they have snared you as a customer they treat you badly and just expect you to stay with them, but new customers get treated better.
We then tried to get a second mortgage with them, we already had one on another property, and because we pay for their private banking service we were told we would get a response back quickly from their mortgage dept. Well, we waited two weeks to hear back with numerous phone calls every day to them to see if we could get an update. If this is their fast service for paying clients God help everyone else.
Now a few years have passed and we wanted to port our mortgage onto another property that has a shared water supply with the house next door. It is in rural North Devon and this type of water supply is usual and SWW even have a dedicated web page for neighbours who share water. Anyhow, we are a day away from exchange and Natwest have told us they won't accept a shared water supply, even though it is recognised by SWW & valuers insist it doesn't impact the price of the property. They want us to put in a separate water supply, and because the nearest water meter is over a mile away it will cost £15,000 to do. Are they crazy!!! We have a water supply that works perfectly well, all deeds and agreements are in place with the house next door so what is their problem? We have escalated our complaint and their 'fast service' for private customers has so far taken 10 days for them to make a decision on it. We know it has been sitting on someones desk for a while now as we have been told they have it, but no one is dealing with it, even though they have been told we are going to be homeless in 14 days if we can't exchange and the chain above us is going to collapse imminently.
Their service is disgraceful and for that reason we will be taking our bank accounts and 30 year history with the bank and going somewhere else. Shame on you Natwest!
I wrote a full-on review which turned out to be closer to war and peace, so decided to re-write it.
Here's the bullet-point edition:
1. Forced me onto accounts I didn't need or want at 18 years old, didn't make me aware of cheaper alternatives, didn't allow my parents to come in and look over T's and C's despite my request to as I didn't really know what I was doing;
2. Few years later I tried applying for a graduate loan to consolidate, on-line system ballsed up, second application was rejected, when phoning 'customer services' was told "Yeah, it'll affect your credit rating in a bad way, but you can always try and apply again";
3. The CONTINUAL use of PREMIUM RATE NUMBERS EVERYWHERE!!!!! Even for the lines that go to the payment problems hotlines - why do people need to dial a premium rate number to tell someone that they can't afford to pay their monthly overdraft fees?
4. 7 Brindley place *shudders* that address is where their collections departments are located, probably makes Basra look like a holiday park;
5. Inept customer service whenever I've tried to talk to anyone about anything (pretty sure they'd fob me off with an excuse if I so much as asked them what the time was);
6. Forced me onto one of their in-house DCA's based at.....you guessed it, 7 Brindley place. They denied they were linked, a 5-second Google search proved otherwise;
7; They tried to force me to pay more each month back into my forced-shut accounts than I could realistically afford, backed up with SOA's from both the CAB and Step-change (Financial Ombudsman loved that one when I reported it);
8. Their Worldpay service on the pay by card site auto-declines any payment I try and make to my credit card, meaning I have to phone.....guess what? That's right..... A PREMIUM F&!#$%*ING RATE phone line to make the payment every month;
9. They generated an account out of thin air and claimed that my parents owed them money for it; it took them 2 months and 3 'we're investigating this' letters after my parents sent the 'prove-it' letter before they basically said they'd found squat (i.e, it never existed in the first place) and would remove any owed money 'out of generosity' (BAH!).
If you're thinking about switching to Natwest, here's one simple piece of advice I can offer you.
Don't. Just, for the love of God, don't, and run the other way. As fast and as far as you can.
After they forced all my accounts shut due to sudden unemployment (and despite making them well aware that I would be in financial difficulty for a short period because of it), I now have a basic, no-frills current account with Lloyds, as they recommended it to me, and I couldn't be happier.
My current debit card was expiring soon and I would be travelling when it expires, so I decided to order a replacement card before I travel. I walked into the Camden Town branch, asked for a replacement to be sent to the branch. The manager said it's not possible. I said I would be travelling and don't want the card to be posted to my home (shared house) while I am not around, then she said ok I can have the card posted to the branch (why did she say it was not possible in the first place?!) Then she pointed me to the cashier. I repeated what I said to the cashier, and the cashier ordered my card and said it would be sent to my home address. God! What did I say?? She said I didn't say I wanted it to be sent to the branch, I said I did, then she said she didn't hear and there was nothing she could do. When I said if the card gets lost she would be responsible, she said she would make a note and cancel the card in 24 hours (the system didn't allow her to do it sooner). A couple of days later, I received a text message from Natwest saying my card will be posted to my home address in 24 hours. Apparently the cashier didn't cancel it. Then I called Natwest customer service, explained the situation, and the guy on the phone said the card hadn't been despatched, and he would change the instructions in the system and have the card sent to branch for me to collect. But today, my housemate told me my new Natwest debit card arrived at my HOME ADDRESS. God! Luckily it was her picking up my card while I am away. After all the troubles and mistakes, Natwest still sent my card to my home address, which I had been doing everything I could to avoid! Why they never listened and never did what they promised to do!
I had a fraud done in my account, a company was taking money out without me knowing. So I called up Natwest and they immediately helped me out and have promised to get my money refunded. Not only that, but the staff are kind as well as polite. Hats Off :D
I lost my wallet and wanted to block my cards. Initially phone them up and was asked very specific account numbers which I didn't have on me. Eventually thy found a way to search for my name and address (basis!) and then asked me security questions. I failed on a security question about a direct debit to a credit card. I couldn't answer how much my last direct debit was, because I didn't know the amount. Obviously I don't know the amount as that's the reason for setting up the direct debit - not to worry about these numbers! Because I failed this question, I couldn't block my cards and had to go through a different team. This team was busy and didn't answer for 15 minutes so gave up. Once I phoned back, I got through and found out I had to go through two different teams to cancel my credit card and debit car - ridiculous! Lastly to my astonishement one team said my credit card would be deivered int he next 10 days and the other said the debit card would be deliver in the next 4 days. What a useless system. I am wanting my card to be at least a cheap second class post in the next two days and at least have the same times scales for different cards!
This just annoys me because Natwest has very poor processes and my job is to sort out these poor processes and put common sense back into systems!
Last month I tried to open a savings account for my 10 year old daughter. I had previously opened an account for my 14 year old daughter without any problems. I am not a customer but for various reasons this is the bank we choose. My daughter and I went equipped with a passport for her and a passport, driving licence, several bills and a credit card for me to prove identity. Everything went well until the woman we were dealing with had to get the final authorisation from her supervisor. This woman came into the room and told me I had to prove I was my daughter's mother as i did not share the same surname as her. I felt insulted but agreed that I would return the next day with my daughter's birth certificate (you cannot get a passport without a birth certificate and as the passport has a photo I thought that this would be enough.) The next day, I handed over the certificate (which incidentally does not include details of parents) and I asked for a copy of the company policy that asked for this identification. It was duly copied and the woman returned and gave me a piece of A4 paper with a bullet point and three lines on it showing the company policy. I asked why I had to prove my relationship with my daughter and I was told the following: - I do not have the same last name as her but my husband could open the account for her without any problem. I pointed out that on this basis so could his brother, his father and his sister-in-law. - She said she did not share a last name with her husband but they had given their children both their last names to avoid this confusion. Perhaps I should do the same! - It is to protect everyone from money laundering and terrorism. I asked if my daughter looked like a terrorist and if the £10 a month I was going to put into a Young Savers Account would be sufficient to fund a bombing cell. To be fair, I made a complaint and received an apology from the bank. However, it still really hurts that I had to prove that I was my daughter's mother, even though I don't think I have done that, surely only a DNA test could prove that. I do wish that I had not started the process.
I applied for an account (Select silver) Have received my card and pin and online banking details. Even signed up for the benefits. Then get a letter saying my application was unsuccessful? Er why? No explanation just my accounts are now off my banking screen. What a waste of money if they do that to all customers who are unsuccessful !