NatWest

Been with Natwest since my first child savings account. I have experienced many problems, none with charges but many with very poor customer service. I've encountered callcenters where English is a real problem for some of their workers (NOT being racist, but when I make a very important call about my money I like to understand who I am speaking to). My local branch in Mansfield has adopted a new 'take a ticket' system which resembles the old 80s & 90's deli counter queing system, where one would take a paper 'snake tongue' ticket from a red snail shape machine and their number would be called when it was their turn.

This system means anyone who can't operate computers very well will fumble through it, as there are several confusing options to press when you're trying to obtain a ticket. Once you have your ticket, you go & sit down & supposedly wait your turn.

If you are needing to see someone, for example to discuss overdrafts, loans or charges etc, you will have a VERY long wait indeed, much longer than the traditional stand in line. On many occasions, people will come in, sometimes through error or on purpose, and take a large number of tickets then walk off, meaning you will have to wait for the system to run through all those numbers first! VERY flawed.

If someone has struggled to use the system and taken more tickets than they should, this also means an extra few phantom customers are added tot he que.

I haven't seen a human being in Mansfield Natwest since this system was bought in.

Thankfully as of a date still unknown to me, they have revised this system and got rid of it, hoorah!!!!!

I know times change and we all have to move on but removing the paying in machines from outside was a big mistake.

Coming into store can be frustrating at the best of times. The paying in machines regularly refuse to accept the notes and don't get me started on the coin machine! The other coin deposit machine works ok but you then come to the next issue.... queues.

I try to encourage my customers to pay by card to prevent me having to go into the branch.

Saturday and 27 people in line. One person on the tills and they refuse to put anyone else on and don’t apologise for it!!

Truly a joke of a bank!!

Been with Natwest for the last 15 or so years...Mansfield branch used to be great but since the revamp trying to get to see an actual cashier (only one) is a pain. Always busy, long waiting times. Bring back the 4 or so cashiers that used to be here...shame.

One member of staff on the main desk with a large amount of people waiting. Questioned what was happening and told we can't magic people out of thin air can we. Very poor attitude, find another bank.

Very helpful friendly staff,nothing is to much for them.
I saw a lady called Michelle and she was so helpful and efficient

Great service, really helpful many thanks

Went in Monday for £1000 in £50 notes,they couldn’t do it,& couldn’t guarantee by Friday.!! It’s a bank!,,,?