NatWest

Good open plan and easy to navigate areas. Staff efficient and helpful, particuarly when using the new cashier machines (these seem to dislike me, im sure they sense fear!).
The personal account advisor i met could not have been more helpful, professional, friendly and was so understanding of my dexterity/mobility issues. She even took the time to call me a few days later to check everything was up and running ok.
Its a busy popular bank but there are now plenty of chairs if you need to sit and wait.

Majority of the staff extremely keen and helpful.
Upper level management could do with some customer service training. Witnessed a manager talking down to a customer (who had waited alongside me in the ridiculously long queue for nearly 40 mins) Who simply was stating that on busy periods all three desks should be manned. Only one desk was open.

Disappointing and frustrating on 28th May - had to queue for forty minutes as only one counter open. Despite front-of-house trying to be helpful, there was no effort to open more counters and clear the queue. When finally served, there was no apology given at all by Connor - it would not have cost him anything to do so. When I asked to file a complaint he blamed the previous customer (not fair or true) - it seems that customers are unwelcome at this bank for some staff, particularly as people in the queue were told that the bank wanted everything to be digital - which is simply unrealistic for many transactions (we wanted to collect foreign currency). I then asked at the front counter to file a complaint, there were no forms available and after ten minutes of waiting for one to be found, the staff member gave me a card with a phone number, which failed to work. I have normally found the bank staff helpful but this experience was unexpected and unacceptable.

Absolutely shocking and disgraceful service st such a time as this. I need to cancel a direct debit before any more money is taken out. I simply cannot find out how to get past the auto answering which keeps asking for a number that I do not have because I do not do telephone or online banking. This now forces me to go into town tomorrow which as a cllinically extremely vulnerable person I should not be doing, especially in this westher. Think again Natwest, shame on you.

Claire, dawn and Sophie were excellent in dealing with my mom and my accounts! there was barely queues. Very efficient! Thank you NatWest :)

Clerks answered chats quickly. Think this bank is notorious for charging interest on credit cards. Paid 4x minimum payment, more interests, multiple times.
&how many time I need to contact them formally, cancel university installment? Twice - by the side of the VCs

I'm from South America, I speak little English and I think it's amazing how the employees of this bank are attentive and patient with me, I really love this bank. Thanks for your patience with me.

Enquired a couple of weeks ago about a direct debit due to the fact I was disputing an incorrect bill. Lovely lady staff member told me to come to branch if it was taken out and they could sort it via the direct debit guarantee and reclaim the money if was same day. Returned today and debit was taken out so went to branch to ask. I felt like a big inconvenience and was told that in future would have to do myself via app or online and asked why I hadn't cancelled it anyway! It was a long story and why should I have to explain as a (valued?) Customer?. Particular member of staff there that always tries to push me to online banking or app and he has even called me to offer to send me a link. He asked again why don't I bank in branch and I am fed up with him thinking I have to justify why I want in branch service as a customer. Think he is on commission for sure! Now looking at other bank options who realise they are a service industry!