NatWest

Front desk staff are fine really. But the guys in the back that you talk to when you book an appointment are seriously incompetent. Don't trust them. Don't waste your time in this branch for anything more than lodging or withdrawing. Although, from my experience, all of nat west is the same.

Very unprofessional and unhelpful manager, he doesn't know what he is talking about, i knew that bank staff have no major qualifications or degrees, but i never imagined someone getting a manager role yet has no information about basic procedures in the banking field that a customer service advisor would have.

I went to the branch after being advised to do so by a Natwest customer service advisor over the phone, to hand in a form, very simple, the "so called"manager said it's not possible for my matter to be dealt with in the branch and when I asked him for documented information he said, I can't show it to you because it's on an internal document, this guy is not serious, you want to tell me nonsense and when I ask for a proof I get this pathetic answer? how can you say that to your clients that pay your wages?
The poor guy was clearly trying to show off and seeking some attention lol.
anyway my matter was dealt with by a customer service advisor over the phone, he was so kind bless him and he did confirm that it would have been possible to be done at my branch.
of course i filed a complaint about the false information and unprofessionalism of the "so called " manager. If you can avoid this branch, please do.

I recently popped into the Holloway Road NatWest branch. I was out shopping and thought I’d pay a bill. It was to a someone I hadn’t paid before, so I thought it would be easier to do this in the branch. The girl on the service desk was surly and unhelpful. She told me to pay the bill using the phone app. I explained I don’t have the app. She told me I needed to download the app and use that. I told her I don’t feel comfortable doing my banking with apps and wanted to make the payment in the bank. She did this reluctantly. All the while insisting that in future I would have to use the app. I told her I was not going to do this. I left and went to get a coffee - only to find my card no longer worked. She had blocked my card! I returned to the bank and asked to speak to the manager. I had to make an appointment and come back the following day. The manager was condescending and told me I had no proof she had maliciously blocked my card. He said it was my word against hers. He the next proceeded to lecture me about using the bank app. I told him I do not feel comfortable using apps to do my banking. He told me I had no option and then told me his elderly parents use apps to do their banking. I wasn’t getting anywhere with him. None of this was acceptable. Disgusting customer service. Discriminatory behaviour. I see this NatWest policy?

Waiting 40min to pay in cheque, on till open only, other till close,some one gone for lunch at 11 am!
This brunch is a joke!

Very helpful staff. I had had problems with my app after upgrading my phone and they sorted it out for me. Thank you!

Very understaffed
I have a business account and every time I go there there is huge queue of at least 10 people
You will need to wait an average of 40min to get your money out

Terrible service
The manager does not alleviate the situation
The customer service desk is empty of customers he could have asked the person working in the customer service desk to jump on the cashier desk to alleviate the situation
But No, we have to wait for the only one person to deal with the long queue

I am considering taking my money away and changing the bank

Why are you never open when people actually need to go to your stores? There is always a massive queue during lunchtimes as that is the only time a working person can go to the bank. It’s 2021 I think it’s time you change your opening times to meet your customers needs. Perhaps you could also increase staff during peak times such as lunchtimes? Or just open later until say 7 or 8 on weekdays. Why are you never open on weekends? It would make much more sense.

I have been with Natwest for 36yrs but feel is now time for a change. Holloway branch always have ridiculous queues. I have attempted to go 3 times this week but either queues down the street or closed. I went first thing this morning to be told its closed due to some Covid excuse and advised to go to Angel or Muswel Hill. New year New Bank!