natwest.com

Dear Sir/Madam, I am writing to formally raise a complaint regarding my recent attempts to close my

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

Date of experience: Feb 17, 2026