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.
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