NatWest

No cash service on Saturdays over the counter. Not easily found information online. Also the assistant was only very happy to tell me that this has been the way for two years. Not apologetic to tell me this but instead seemed very happy to do so. Why do you bother opening on Saturdays then? If the only service available is from a bank machine?? Thanks NatWest. Not.

This is possibly the worst branch in the country. I attended today. After queuing for 15 mins, a staff member asked me if she could help. I said I wanted to transfer money from my account. She made it so difficult. She was very unhelpful. First she wanted to charge me £23. Then she said I could use faster payment but I needed to have a card. I said I didn’t have a card and asked her to check if the bank had issued one. She said I had to wait 30 mins. An incompetent person who clearly does not want to work in the bank. Please do something about this NatWest. I visited the branch on 22/4/22 at noon. Hopefully NatWest can identify this staff and provide some training. Literally every customer in the queue was annoyed as she was trying hard to be unhelpful. Lady behind me wanted to open an account, the staff referred her to the NatWest website! Pointless to hire these type of staff as they give a poor name to the bank.

Reported my card lost on Friday evening, was advised I could get cash from the bank if I bring photo id…After queuing for 10 minutes on Saturday morning at the Bromley NatWest I was told I could not get cash as no cash services whatsoever… plus no card on my app to action… Der! Of course no card it’s reported as lost!! So do the online banking team not know their banks are cashless and you can only use machines!!! Ok NatWest, change your human automated response by letting us know… NO CASH IN THE BANKS, CASH FROM MACHINES ONLY

There are not enough staff on duty so if you need to speak to a human be prepared for a long long wait.
On my last visit I was lucky with the two that I interacted with. Hannah who greeted me (and acted as a kind of triage) was pleasant and helpful. She took my phone number and advised me that I would have about a 30 minutes wait and that if I wanted to leave for a while I would be advised by text when my turn came. I noticed on my return that she continued to be very helpful and good humoured to the stream of other bank customers who arrived.
Tony was the second staff member who I met. Again he was well trained, helpful, clear and good humoured during the course of our interaction. My husband has also dealt with Tony in the past and remembered him as being extremely helpful.
These staff both deserve five stars and are the only reason I am not giving Natwest Bromley a one star rating.

50 minutes wait to do a change of address for my children’s accounts, which cannot be done on the mobile app. Only two members of staff seem to be helping customers. The person triaging enquiries didn’t take my details when she told me to sit down. She came back 20 minutes later and asked for my name and enquiry again!
A simple change of address from start to finish has taken 80 minutes!

queueing system ridiculous. you have to scan a qr code but they don't tell you thst right away. so you get leapfrogged by people who come on after you while you're waiting to be talked to at a counter like a normal person. also no counter service?? bizzare. had to queue for ages also (no thanks to queue jumpers), which compares poorly to Barclays and Nationwide who could see us immediately

Disorganised unhelpful staff especially the manager. Poor customer service, with staff giving contradictory advice on the same topic. Don't waste your time !

Unlike many others who have posted a review about NatWest in Bromley, my experience has been very positive. As my mother's POA, I have been operating her account at the Bromley branch, and I have always found the staff to be friendly, pleasant and helpful.

Nikki A. in particular has been very helpful and understanding, and has given me good, practical advice.

My mother recently passed away and I have been impressed with the ease and efficiency in closing her account and bringing all outstanding matters to a speedy and satisfactory conclusion.

Many thanks to the Bereavement team and many thanks again to Nikki A. and the rest of the Bromley branch staff. I personally have always received a first class service.