Review Time
Dear Sir/Madam,
I am writing to formally raise a complaint regarding my recent attempts to close my account with NatWest.
I have attempted to close my account by telephone on three separate occasions. Each time, the process was unnecessarily difficult and ultimately unsuccessful. I was either passed between departments, unable to complete the process, or prevented from closing the account despite clearly stating my intention to do so.
To make matters worse, when I then tried to raise a formal complaint about this experience, I was met with further barriers and found it extremely difficult to do so. I find this completely unacceptable. A bank should not make it this challenging for a customer to close an account, nor should it make the complaints process inaccessible.
As a result, I am now having to attend a local branch in person simply to achieve something that should have been straightforward and resolved over the phone.
This experience has been frustrating and disappointing. I expect:
A clear explanation as to why I was unable to close my account over the phone.
Confirmation of the correct and efficient process for account closure.
An explanation as to why making a complaint proved so difficult.
Assurance that this matter will be reviewed to prevent similar issues for other customers.
Please treat this as a formal complaint and provide a written response in accordance with your complaints procedure.
I look forward to your prompt response.
Yours faithfully,
Scott Bryant
Extremely poor communication and handling of our mortgage application.
NatWest had a specialist roof report from 12 November, yet our application was delayed for over a month with no clear explanation. Throughout this time, we were repeatedly told that the only issue was spray foam insulation and that the case was simply under review.
More than a month later, NatWest suddenly advised that the delay was actually due to additional concerns already identified in the same report, including the roof nearing the end of its lifespan, asbestos slates and moss growth. None of this had ever been communicated to us before, despite the bank having the report the entire time.
Because we were told spray foam was the sole issue, the seller even agreed to arrange its removal — something that later turned out to be inappropriate without full roof replacement. This situation could easily have led to unnecessary cost and disruption, all because of incomplete and misleading communication.
NatWest has since acknowledged the delay was due to internal workload and case hand-offs, but this does not excuse customers being left in the dark or given inaccurate information for weeks.
Overall, a very frustrating experience marked by delays, lack of transparency, and poor case ownership. I would not recommend NatWest based on this process.
I decided to closey NatWest account
u have been defrauded when I called them because they send me an email to call them urgently, they said sorry our fraud team working hours is from 8 a,m to 8 p,m is that even logical when they said fraud team works 24/7 so this bank is clearly doing shit
Faced a problem with an online order that hadn’t shipped for weeks. I reached out multiple times and eventually requested a refund without any response. However, once I initiated a payment dispute, the company promptly issued a full refund. I was starting to feel like I might have been scammed, but thankfully, the issue was resolved quickly.
This bank is completely ineffective; it’s the worst experience I’ve encountered. I attempted to make payments for a new laptop and transferred funds from another account, only for them to close my current account, alleging fraud! What is going on? I strongly advise staying away due to their terrible customer support and overall experience.
This is the most frustrating banking experience I've ever had. They make empty promises and shift blame to dodge issues. I've ended up with a default on my credit file and incurred a late fee due to this inadequate institution, despite their claims that the switch guarantee covers everything. I strongly advise against using their services; they are unresponsive and ignore all attempts to reach out. I've had to escalate this issue and deeply regret ever engaging with them.
I’ve had an extremely frustrating experience trying to open a business account. I received incorrect information online, spent hours visiting a branch, and was promised a callback within 48 hours that never came. Additionally, I was told I would get an email to confirm my availability – that never arrived either. Today, I was on hold for almost 50 minutes with no resolution. When I called back, I was informed the wait would be 18 minutes, but after nearly 40 minutes, I was still in the queue. Only then was I finally told that the team I needed had closed at 5pm, which meant my wait was entirely pointless. I made it clear that I have disabilities, and this ongoing misinformation, lack of concern, and repeated wasted time has caused me considerable distress. The entire process has been chaotic, disorganized, and completely inaccessible. This is not acceptable from a major bank. I expected much more, and I’m now seriously reconsidering whether I want to continue banking with them.
I fully paid off my card, but then opted for a 'Zero %' balance transfer for a small fee. I was shocked to find a £30 interest charge due to the outstanding balance not being settled. This is unacceptable, and I will be taking my business elsewhere! Avoid this service at all costs!
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