NatWest

My card was blocked - without communication from the bank - as they thought I was a vitim of fraud. I went into this branch to try and establish why my card wasn't working, they contacted the fraud team who confirmed why my card had been blocked and stated the issue was now resolved. It wasn't and even after phoning up the fraud team myself two days later, I couldn't get it resolved. I returned to the branch four days after my initial visit and was issued with a new PIN number & card which finally resolved the situation.
In addition having completed a feedback survey I had been emailed, I received a very helpful phone call from Michelle the Branch Manager and was delighted to accept her very generous and unexpected offer of a hamper, by way of apology for the inconvenience.
Though the central department's clearly have a lot to learn about customer service, I was very impressed with Michelle and her team.

The branch would need a proper vacuuming especially the sofas. You have all kinds of clients there. Heavily tattooed guys, breast-feeding mums, Muslim females with 4 kids. The sad thing is the senior bank manager does NOT know that they do NOT provide the help to buy scheme for new built properties and the help to buy ISA is ONLY for properties under 250K. Simply shocking.. I had to figure it out myself and go with a different bank for mortgage. Unfortunately, I am now considering switching the bank too after 10 years as a client.

I came in to the bank to withdraw some Euros, however at the end of my transaction I requested to update one of my savings account. I was seen within 5 minutes by a senior savings account adviser despite not having booked an appointment.
Tabitha was extremely efficient, we resolved about 3 years of my bank admin in under 30 minutes. I got the products I wanted and was very satisfied with the customer service. I would highly recommend Tabitha and this Natwest Cardiff Branch. Reminded me why I've been a Natwest customer for 14 years.

Wait time in branch is unacceptable. It seems that the how and where they offer services is designed to make it so you don't want to go in and do everything online instead. I used to champion NatWest as a bank but it the last year have grown more and more dissatisfied.

Staff always helpful, branch convenient for transport links and close to the major shops. Plenty of cash point machine's available both inside and out.

Since RBS informed me that my nearest branch is conveniently in Birmingham I have been left with Nat West to deal with. Went in Saturday as I needed over £300 pound and was told that there was no Saturday counter service but could get £250 from their machine. This is actually £50 less from the street machines so how useless is that!! Told to come back in the week - when I am miles away in work and their opening hours are 9.30 to 15:30!! Place was smelly and some undesirable was slumped on one of the sofas in the area. Won't be able to rush back even if I wanted to!

We are not blaming the employee personally but here is what we would call one of the most ridiculous examples of post-brexit "customer service".

We needed small bank notes like 5 or 10 for handing out "red envelopes" which is a tradition at Chinese New Year. So we took cash from the ATM outside of the building. We could not choose which bank notes unlike many ATM's in the EU allow you to do. Sure enough only £20 notes came out. So we went inside asking to swap the £20 notes that we just took from THEIR bank, for which they charged us, for £10 notes.

They refused, because we are not NatWest customers. I also could not use my credit card inside the bank to get £10 notes, because an ABN AMRO credit card is not a NatWest credit card. In other words... Master Card accepted here, but only for the 0.001% or less people in the world who are a NatWest customer.

WHAT ARE YOU TALKING ABOUT NATWEST? WE PAY FOR THE PRIVILEGE TO TAKE MONEY FROM YOUR ATM AND THEN WE ARE NOT NATWEST CUSTOMERS??? JUST BECAUSE WE WERE USING OUR DUTCH BANK CARD? SO, ARE YOU GOING TO REFUND US THE CONVERSION AND ATM CHARGES???

Then the gentlemen told us tto go to Western Union toswap valid £20 notes for £ 10 notes but he refused to tell us where a Western Union office is. Just Google it, was what he said...

Good customer service, not too long a wait either. Staff are helpful and knowledgable. Branch is pretty big with ample seating, and lots of separate offices for more private advice. Mortgage team helpful.