NatWest

I have been going for three years, and they have failed to provide decent customer service on every single occasion. They made me come in several times to open a student account because they kept forgetting to make copies of documents. I recently went in to change my credit card password and after I queued, they asked me to go 'to the ipads' and left me standing there for half an hour and proceeded to help people who were there after me, and even after I reminded them I had been waiting, they ignored me. They are extremely unhelpful, and can leave you waiting for ages only to suggest you 'go online'.

Today I'm giving 3 banks my change of name details.

NatWest is the last bank on my list.

I've had to queue at the banking desk to get my name on a list to see the customer services man.

Currently sat waiting.

So far I've had to wait longer to even see someone than it has taken to complete the task in the other two high street banks combined.

The staff on the ground (there are 3) seem pleasant and helpful (I've had a while to observe), but obviously something is going wrong behind the scenes.

35 mins and still waiting ....

Staff are so nice! I'm always welcomed with a smile and have built up a relationship with all staff members! Always leave feeling satisfied and happy. The only reason I didn't give 5 stars is due to the fact there are only 2 service tills resulting in ques.

Always understaffed in relation to the number of people who need to use it. I’m counting 15 in the queue today with only two counters. Computer systems are often crashing and the pay in machines not working. It gets worse and worse each time!

It is terrible to have one's banking services taken away, and totally unacceptable that Natwest Bank has done this to me, an over 60 year old disabled person. I saw my dentist and wanted to pay me bill, but my Natwest card was declined. I then went to a Sainsburys cash machine where Natwest detained my bank card. I then had to walk to Natwest where no one helped and no one told me why they had taken away my bank card and closed my online banking service.I had to withdraw cash and this was pure discrimination and go ´back to the dentist to pay my bill and then go back to Natwest to withdraw cash to be able to buy some food. Natwest treated me like a prisoner of war and no one explained why they had taken my banking away. The online chat guy indicated that there were fraudulent activities on my account which is a lie. Natwest took away my right to banking and with it my right to live. It is impossible to live without banking facilities in the UK. I am shocked. Natwest have now most probably put a fraud alert next to my name. Natwest is an inhumane and unjust bank with no heart for the elderly and disabled.They caused me great harm and damage, I am now physically ill,still under shock, and have complained to the Financial Ombudsman.

Very understaffed with a long and painful line

I visited my local branch of Natwest in order to request something. I am disabled and the member of staff I primarily engaged with knew I am disabled. My experience of visiting my local branch was mixed: the aforementioned member of staff was a little patronising to me and also said something to me that bothered me. The bank was also a bit noisy for me. But the aforementioned member of staff handled my request efficiently and I did not have to wait long to see her. There was also evidence that the bank was COVID-secure.

Genuinely confused.
For 5 days a week between 9 and 3pm your staff are "safe", very quiet...but safe...I mean empty..but safe.....however on a Saturday, when people need to use your service...they are not?
Someone should tell SAGE, WHO, ONS, NHS...dont worry about covid...for 5 days its fine...just a Saturday when its a danger...Natwest said so.
So the good news is, normal service can resume for all, except Saturday, so on that day have a lie in. Im being sarcastic btw.
Explain how I can use your service if when the only time of the day normal people who actually work ( unlike you) can get to you, you close., How do I pay in cheque and cash and basically use the bank if you don't open?
Taking advantage of covid to save money is reprehensible.