NatWest

Some of the staff are here are really horrible. I walked in yesterday having just a small question, I wasn't even greeted. When I finally was spoken to, it happened from across the room. The two women stationed to speak to people entering the bank would not approach me. They stood far away, and got angry when they couldn't hear me speaking from where they were. Not that it mattered--they clearly had no desire to help. In fact, they did not help, and after speaking to me they didn't even make an effort to say good-bye or to thank me for my business, or actually try to give good customer service. Such was not the case for other people who walked in behind me. I couldn't help but feel it was a racist encounter. The experience was so bad that I have decided to take my banking elsewhere. There are other banks in town with far nicer people.

Too few staff, those who are there are merely employed to stop you actually interacting with a team member face to face . Almost indignant when you choose not to use one of their many automated machines. when you do get to see some one after a lengthy queue you get bombarded again with the same 'advice' about automation. Was told today that to have two tellers on was staff inefficient and it would never happen despite the fact there is always a queue of people.

Many staff floating around with the sole purpose of directing you to the machines in the wall. Appalling waste of time, slow actual service. Hardly ever more than one cashier available however long the queue is. Worst service in Lancaster.

Very slow service, I waited a long time and could see staff chatting. Asked a question and no one could be bothered to find the answer

Really frustrating and unhelpful, I've recently set up a new bank account for a community. The staff are unable to help and direct me to a telephone number who then tell me to visit my local branch. The machines haven't worked on my last 3 visits and there's usually a 10-20 minute wait as they don't have enough staff.

The staff is very really nice, HOWEVER they have no idea what they are doing. We received 0 support with managing our business banking account; we went multiple times, were told the details for account are sorted... SPOILER: they weren't. I later find out the details could have been only changed online, so they either received 0 training, or had no idea how to help us. Changing banks asap.

I visit branches very seldom but the time I did visit the Lancaster branch the service received was reckless, rude and arrogant. I won’t mention the advisor name but I suggests he readjust he attitude to more polite, friendly and helpful manor.

Kindness and sensitivity shown during my very distressing circumstances. Even a bouquet of flowers delivered from them. The increasingly rare human side of banking was so appreciated.