NatWest

Very slow customer service. Modern decorations and a pleasant office space is not enough.
Very slow turnaround for customers looking to do anything other than use the ATMs or tablets.
Otherwise personnel are quite friendly and professional. Alison especially was great.

This should be the worst and most disgusting bank branch I have ever seen. A month ago, I showed up in this branch and I was trying to withdraw one third of my salary in cash and the racist branch manager Andrew Hucheson did his best not to give me the money and then I went to London City Office branch where the lovely team did not only give me the cash but also upgraded my account. Avoid NatWest Canary Wharf...

I spent most of my day here because poor Faith was left on her own to deal with the queue of enquiries while there was regularly 2-3 tellers standing around at their counter. Faith remained professional and friendly when people understandably became irate with the incredibly long waiting times. Back office staff stuck their heads out of the office repeatedly but did nothing to help her. Would avoid until they bother to provide additional staff

Went earlier today for a CHAPS transfer. The person at the desk, Alison, asked a series of questions. I answered all questions including that this was for a 10% deposit for a property purchase. Alison insisted that a verbal confirmation about the a/c details was needed by my solicitor. Even though I was surprised to hear this, l called my solicitor but was not available over the phone at that time. Alison then wanted to see more details, including e-mails about the financial figures of the property purchase amongst other things, which I had no problem showing. However, she insisted for a verbal confirmation and proceeded to read me a long wall of text about fraud etc.

Because this was taking too long (25+ minutes up to that point), I questioned the need for a verbal confirmation and Alison was adamant, and repeated multiple times, that this ‘rule’ has been in place for years and that without verbal confirmation she will not be able to carry out the transaction. I explained that this was not the first time I send via CHAPS to this specific a/c (it was even saved as a payee!), but that it was the first time someone asks me to provide verbal confirmation by the payee.

In answering a couple of my question about this ‘rule’, Alison responded with inconsistent information. Specifically, she said that verbal confirmation was necessary because more than 12 months had passed since my last transaction with this payee. But then she kept revising this rule after I remembered that the most recent transaction with this payee was not older than 2-3 months. At that point, she started mumbling and I realised something is not right. I had no option but to ask that I speak with a more senior colleague. Five minutes later, Alison arrives with a senior colleague who confirmed that there is no need to provide verbal confirmation by my solicitor. Alison was not apologetic and took another 15 minutes to complete the transaction; although she did apologise for taking a long time to complete it.

I`m completely puzzled by the behaviour of Alison. Did she suspect a fraudulent transaction? If yes, does this justify her blatant lies and imaginary rules?

The branch closes at 5:30pm. But all machines are closed and stop working at 5pm. So what’s the point of keeping the branch opened if the machines are not working ?

This is the worst branch, the manager lady there was rude and grumpy no smiles and no personality / I understand now why nobody goes there it was dead / I would give them 1 out of 10 for service / shocking!

It’s just really great everything there is great not one complaint, although I do feel bad for the workers there was a foul man being absolutely rude I won’t blame the workers the tried to compromise with the guy

Very Slow long winded service! No life or charisma in staff