NatWest Omdömen 

1 August 2025 update: The spectacular uselessness of this bank continues. Three times over a period of 10 weeks I have been promised a card reader but it has never been received (I'm guessing probably never sent). Yesterday it was the end of the month and I realised it was the last day to pay my self-assessed tax to HMRC to avoid a fine. Tried to pay it online but of course still no card reader. Tried to communicate with the online robot: totally useless. Tried to phone to speak to someone: another speech robot this time and equally useless. Wasted another half an hour for no result. Only option was to pay it from my personal account with First Direct. Phoned them and immediately spoke to a human who was polite, efficient and quick. Security was very quick, just gave name and postcode and their voice recognition system did the rest. Whole transaction done painlessly in a couple of minutes.
For your time and sanity avoid this Natwest excuse for a bank and go elsewhere. It cannot be worse. That's what I'm now going to do. Not looking forward to it as it's bound to be more hassle. But anything must be better than Natwest online business banking.

25 June 2025
I was with HSBC online business bank for many years with reasonable service and security with a card reader gadget which worked well. The reader stopped working and when I asked for a replacement I was told no, they don't do those any more and that I would have to have the app on a smartphone. I don't want the app on a smartphone, not because I'm a Luddite but because 2 quite savvy people I know have recently had their mobiles stolen and their entire bank contents cleared out, with the sort of grief that involves. So I moved to Natwest because they still didn't insist on having the app.
After two months they have proved a total disaster area of poor systems and service. The changeover was a nightmare; so bad that at the end of it I was too worn out with it to even bother complaining. Today I have just tried to pay my corporation tax online. Went through all the usual accounts, security and references, got to the final bit and then computer said no: We need you to go on the app for biometric security check. Or use the card reader gadget. I don't have or want the app. They never sent me the card reader!
I phoned the helpline and a totally useless robot didn't even begin to deal with the problem. Somehow (not sure how) but I finally spoke to a human (very nice, very helpful but trying to operate in a disaster area dressed up as a bank). After explaining my problem I suggested perhaps I could just make the payment over the phone? Yes I could!
However 34 minutes later, yes 34! (according to my mobile - it seemed longer!) this one simple transaction to HMRC was finally achieved (I hope: still waiting on written confirmation from Natwest half an hour later). Totally unbelievable; it seemed to go on forever. I asked to be transferred to complaints and was left on hold for another 5 minutes. Related the above to person who answered and was told I should receive a response "in 5 working days".
Brilliant. I can't wait!

Biggest bunch of idiots you could ever deal with.
Don't ever consider opening a business account.
The procedure is drawn out and amazingly long winded. The operatives and managers are morons

Absolutely abominable service. I don't understand how these guys can be so bad. Their AI Chat is the most appalling I have encountered. Operatives / Agents, if you have the patience to wait and battle to speak to anyone. Just a complete disaster - I will be moving away from them at the earliest time I can. Please DONT use these guys they are the worst. Even HSBC were better and that really is saying something.

Just Awful. Personally banked with them 20 odd years. Tried to open business account (business has operated for over 20 years!) and they couldn’t have made things harder. My little business is very straightforward. They had me crying in the corner from stress/frustration and cost me a day off work trying to sort something which is so simple and could be sorted in 2 minutes. If you apply for a business account be prepared for hours of being passed around the call centre, left on hold, nobody has any common sense, one person will tell you one thing and someone else will contradict them ten minutes later. No expertise. It’s a real shambles and has been one of the worst & most stressful experiences of my life, honestly. If you’re self employed flat out working all the hours of the day, no holidays or time off do yourself a favour and Choose a different bank, honestly nobody could be worse! If I treated my customers like this I wouldn’t have a business. Update- another bank now on the case & everything’s been a breeze so far. Sort it out NatWest you’re losing loyal customers.

I have been a NatWest account holder for nearly 45 years. My mortgages were with them and several car loans, all with impeccable payment history. I am a self employed consultant and made the decision to have some of my income, through being a non executive Director, paid through a newly formed Ltd company. This payment would be every quarter and was based on attending quarterly Board Meeting. Very straight forward, you would think! It took NatWest commercial 3 months of back and forwards with them asking the same questions each time, from what appeared to be an office in India. I eventually tracked down my case handler and called him to find out why there is such an issue. It became very clear to me that this person simply did not understand commerciality or how UK Ltd companies work. He asked if I could explain what my business was and how my income was derived, and to email him direct to assist. You can imagine my disappointment to receive contact via the portal 3 weeks later asking the same questions. At that point I decided to use the online application with Monza for a business account, and this was agreed within 15 minutes, and a debit card arrive within 48 hours. NatWest, you have provided a shameful service to someone who has been a loyal customer.

U cant see anyone in branch online ask too many qustion as new open busniss dont know how to answer and keep emailing more qustion!! how about u call me and make thing easyr as u know I am new and I need helps!!

I was having a problem with money being taken out I was told to stop my card and get a new one so that came through OK and a short amount of time my new card came then last week only to find money from the same company took money out again so being a bank holiday I had to wait again I spoke to a wonderful lady called Rachel who understood what I was saying I'm registered blind and Rachel said not to worry about this and will fill in the form to help me Rachel was very polite and explained everything

Without doubt the worst process I've ever been involved in. 14 weeks in and I'm still getting random messages asking me to add people, then remove them, then add them again, then remove them, then send in details, then a week later more details.

It's absolutely awful. I've got a complaint logged but they've ignored that.

The worst process ever. Avoid at all costs

Absolute joke, moving my business account. They suspended my account 3 times due to a glitch in their system which they admitted multiple times, only to then have a customer complaint advisor ring and tell me they found no issue and the fault was with me! The worst customer service.

Been trying to cancel a business account since October 2023, that they instated even though I requested that they abort during application. Customer services have been terrible, resolutions not followed through on.

Poor, locked out of account for reasons only they know. No access to my money and after 30 minutes on chat and one hour on phone they have still not resolved it

The sheetiest bank ever they closed my business account without permission and whiteout prevented me
Don't recommend it to anyone

I am a mature lady who is not very computer literate.

Recently, I visited NatWest for assistance in changing the name of a business, but unfortunately, the staff were not helpful. I then called the business support line and was connected with Ibrahim Good. Despite it being late in the day and close to the end of his shift, he assured me that he would call me back the following day at noon—and true to his word, he did.

Ibrahim provided exceptional support, guiding me through the NatWest app and helping me update my address, a process that took over an hour. His customer service was second to none—he was patient, kind, uplifting, non-judgmental, and highly conscientious. These are all the qualities of an outstanding customer service adviser.

Ironically, given his name, I presume he is Muslim and was fasting at the time. Despite this, he remained professional, patient, and committed to helping me.

As a senior manager in social work, I recognise what it takes to work effectively with the public, and Ibrahim ticks every box. He is a true asset to NatWest, a truly wonderful man

Terrible experiences with NatWest Business. I have been a personal customer since 1980 and more recently became the treasurer for an Association but we have had almost nothing but troubles with NatWest ever since. Now we are trying to close a 35-day notice account as the money is urgently needed elsewhere but are still waiting some 75-days later and growing. This will soon cost us £1,700 in unnecessary stamp duties, while I raised an official complaint and NatWest are now missing dates here, too. Shockingly bad 👎

I can not begin to explain how bad Natwest Business Banking is. Dreadful!! They have sucked the life out of me!!

To say I am dunbfounded is an understatement. I have been a natwest customer since 1990, I have held a business bank account with HSBC for 20 years. The only reason I wanted to move my business account was because I now need to take contactless payments at jobs and the TYL would suit that. Swapping would be easy I thought, but no after almost two months of being mucked about, and asked the most stupid questions, apparently NAT WEST do not want me. So thats fine NAT WEst Business, I will be closing my personall acount now too,

Opened a new account 3 months ago the bank card never arrived contacted them online and in branch still no sign might arrive in 2030

Natwest appointment us a Business Manager, Liane Stooke. She really could not of delayed our purchase more not only with time off work or out of the office, she deliberately made things as hard and ridiculous as possible. She sent emails to our Financial Adviser instead of directly to us. She made almost no attempt to build a relationship with us or understand our business. She even complained when we wanted to open a Business Bank Account with Natwest. Her profile says she goes above and beyond to assist her client. She went below and backwards for us. We think a little power trip was had by her!

Personal and Business banking customer.

Absolutely abymsal service on both sides and at all levels of the service. We had an ongoing issue for almost two years and it was only resolved once it became a high risk and compliance nightmare for them.

Someone senior was brought in to deal with it only after we reported it to the Financial Times and got in touch with NatWest CEO via a mutual contact (pure luck we had that option).

The senior person promised us their direct attention, but then switched to template email responses and at the end offered an offensively low amount of compensation.

We have taken this to the ombudsman and they were genuinely appalled at this case.

If I could leave zero stars I would. Since opening my business account with Natwest there has been nothing but issue. They can’t read and comprehend basic English have zero business skills and have caused my business to have constant issues. I have had to take time off to attempt to sort this out but they don’t have any actual person you can meet and talk to everything over the phone and email which they can’t understand. Do not open a business account here you will regret it