Natwestbank Reviews 

NatWest is an absolute joke of a bank. A cheque issued to me was FRAUDULENTLY cashed into one of their accounts. The account had nothing to do with me – yet their “security checks” allowed it without question.
When I reported it, NatWest REFUSED to disclose who the account holder is, REFUSED to take responsibility, and basically shrugged their shoulders like it’s not their problem. HMRC even closed their investigation because NatWest wouldn’t cooperate. So I’m left without my money while NatWest protects fraudsters.
This bank clearly doesn’t care about fraud, customers, or justice. They’ll let criminals launder money under their nose, then hide behind “policy” instead of fixing their own mess.
If you value your money or basic honesty, AVOID NATWEST at all costs. They are incompetent, unhelpful, and part of the problem.

Still absolutely disgusted with NatWest bigwigs shutting Lowestoft down.staff in there are absolutely top quality friendly helpful poilite. Along with customers being let down by awful top brass.after long consideration.WILL DEFINITELY b MOVING my savings account away from this company.sickening total disregard for anyone below top level

A simple credit card scam report cannot be actioned as it should be.
Ignored the AI , but the person couldn’t stop the scammer !!!
Ridiculous.

My Natwest (NW) 2-year fixed term savings account (FTSA) was to mature in the second half of July. NW sent me a letter in early July stating that they would atutomatically reinvest the balance of my maturing FTSA into a new 2-year FTSA with 3.8% AER. As the new interest rate was rather low and I didn't want to reinvest my money for 2 years, I promptly took the trouble to visit a NW branch to stop such reinvestment (NW didn't allow me to do it online or via mobile banking App).
I was only able to get back my money one day after the maturity date. When I tried to transfer money from my NW current account to my other UK bank account, I found that NW had imposed an extremely low payment limit of GBP750/day. I needed to use a NW security card reader and my NW debit card with PIN input to increase my payment limit online to the maximum value of GBP20000/day (though the normal inter-bank online transfer limit is GBP25000). Then I transferred GBP20000 online to my other UK bank account (requiring the card reader and debit card with PIN input again). I was shocked when I received a NW text message that they had held my payment to prevent a potential scam. I had to call their fraud hotline 03456461115. After over 20 minutes of ringing and then answering many harsh questions from the NW operator (treating me like a fruadster), they reluctantly released my money!
I made another online transfer of just GBP2000 the next day (requiring the card reader and debit card with PIN input again). Oh, my goodness, I received another NW text message that they had held my payment! I had to waste over 20 minutes to call the NW fraud hotline and answer their harsh questions again.
Banking with NW is a total nightmare!

Poor systems. No access to real people and appropriate help makes what should be a simple experience into a time wasting, irritating fight….
Complaint rejected on the basis that their IT system ( the source of the problem) says it is my fault for repeatedly putting in the wrong password/pin/id. I reset everything and then apparently repeatedly put the wrong details in…..
Clearly I must be a moron and their systems are fine

Consistently bad communication over a long period, information regarding financial agreements is not presented well, call centre agents do the bare minimum required and don't take the time to explain what is often a lot of confusing information. I had no issues with NatWest until I started using products other than a basic account. Now I wish I'd never started banking with them.

They make it easy to take your money from you, but difficult (so far impossible) to actually transfer your own money online. The interest rate has dropped significantly since I invested in their ISA - way below current markets, so it appears like they are calculating it will be too much effort to transfer your money if they make it difficult enough. They put lots of obstacles in your way to divert you from an operator, but when I finally did get through she was extremely helpful and resolved my request without having to jump through all the online hoops and restrictions. Natwest, If you want your customers to self manage their accounts you need to make this achievable for them online.

Cora is a waste of time, It is frustrating to use, and leaves you more stressed than when you began. Because I missed a yes or no box, because I was quicker than Cora and sent a reply before it showed the YES/NO choice, it kicked me out because it didn't understand. So I had to start again. Then still did not get a satisfactory resolution because it was sending me round in circles.

OMG! All I wanted was my name change on am international account & NatWest said it will take 5 days!!!! Are you for real? Or is supposedly a 1st world country with the latest IT technology!! Not a happy customer. Will change to a more better bank like Chase. 864BBN

The automated system by phone and chatbot "cora" is deliberately enraging: the most perverse automated system I have ever come across.

From terrible voice recognition, randomly failing to recognise "yes" in a standard English accent, to infinite bot loops, to call dropping, to psychologically aggressive hold music that screeches off-key notes betwen plinky-plonk music AIMED AT trying to get you to hang up: The worst experience I've had with any business.

I have DESIGNED such systems so I know this is a deliberate attempt to break people's will and keep them from paying off their debts. It could be fixed easily.

It is built to make you suffer.

My Crime - trying to pay off a credit card debt. Cora says "you can pay on the mobile app" - you can't. It gives you a link: it doesn't work. Eventually you enter your 16 digit credit card number, you do it again, you wait on hold for 20 minutes. You create a trustpilot account just to scream into the void about how awful it is. You age like flower in vinegar.

If I could give less than 1 * I would. How can a bank making £6 billion profits in 2024 be so crap with answering the phone, addressing the problem and escalating with some solution when a complaint is made. Absolutely dreadful bank

Raised a complaint 17 Jul 2025. Email 23 Jul says reply in 5-7 days. Todaye 6 Aug, they say they hope to respond in 20 business days. All talk, no action.

I have banked with Natwest since 1988 and I previously worked for them for 21 years. I am very lucky in that I have a branch near my with great staff, probably something very few people have. However when I went in to open an account for my mum in her 80's they no longer have computers that allow them to open accounts! A few days ago I received a new debit card, the letter said to start using it straight away so I added it my apple wallet. It said it needed verifying in the app and it took me to the app it then directed me to Cora and asked a few questions. It said verification would take up to 48 hours - why? I spoke to someone after navigating lots of menus and been told numerous times to use automated channels (which weren't helping me). The person told me to "Go on to Cora and ask it how to verify my card" - I couldn't believe it! I'm sure there are many situations where Cora can resolve issues but there are clearly some that it cannot and those instances there needs to be someone experienced and with the authority to resolve issues promptly. I have woken up this morning to a message saying my card is sorted but why has it taken so long and taken so much of my time.

The worst bank ever, very poor customer service and unprofessional staff to deal with
I don't recommend anyone to open account with NatWest bank

Over the last four years I have experienced multiple issues with NatWest, predominantly on business banking (deposit account). NatWest have not wanted to release my deposited cash to a current account elsewhere despite the terms of the deposit acc allowing this. This caused some cash flow issue at the end of the tax year. A complaint was made and we agreed compensation. Then a similar thing happened again. The only thing that NatWest did well was the local branch which helped to deal with the issues. NatWest has now closed that branch, West Bridgford, and yesterday I completed the paperwork to close the deposit acc.
We also had issues dealing with an account following a family member’s death with the bereavement team, somewhere on the end of the phone, having no idea of a bereavement process - misadvising. Again the West Bridgford branch sorted the issues efficiently and effectively…

I went into the bank as my monthly statements for may / june had gone missing and there was a monetary discrepancy. I asked the young lady behind the counter if she could order replacements, she did better than that, she printed them.
Well done Nat West, keep your branches open as we all know telephoning a bank is a Nightmare and I think apps are horrible.

After the fruitless telephone call I made today to Credit Card Disputes team, I intend to switch Banks from this Bank to First Direct which I hear will provide me with a much better service. I was answered by a staff member at Credit Card disputes team who I thought would answer my query who then promptly put me back onto their automated system as he couldn't resolve the issue...still holding.....grrrrrrr...can someone tell the Bank how monotonous that female automated messaging drone sounds like...apologising over and over, then thanking you for holding then saying "we will answer as soon as possible

Banked with NatWest for 10 years just rung for a quick query with my account, with someone that barely spoke any English it was that bad I had to put the phone down and write a review. NatWest please atleast employ people that speak basic English.

Customer service staff telling me how best to use my account - They are not financial advisors and they don't know personal circumstances !!! I get letters nearly every month saying apply for this that & the other - when I do I am refused - Surely Natwest should screen their customers for eligibility before Wasting everyones time ... 2 years ago I gave Natwest a10 for performance now its a 1 .... I see Others feel the same .Also facial biometrics fail time & again so this means you have to repeat the process !
I do not recommend Natwest 😐

Having a problem with my Nat west reward card bought a holiday which the company changed after we had paid I said can’t go said they would refund not happened yet (2 months now ) all Nat west credit department say not our problem but there branch say it should refunded under some rule of credit cards tried calling them but wait on phone so long have to give up sent loads of e mails and it takes days to reply ask some questions think it’s a joke all other card refund and claim back have now sent complaint to bank ombudsman as getting nowhere