If you are an existing customer and your enquiry is account specific, you will need to contact your branch.
Our Branch Locator will help you find address information for our branches, together with telephone numbers and local services.
|Services||National Numbers||Overseas Numbers|
|0800 200 400||+44 121 635 1592|
|0800 051 0562||+44 117 926 3366|
|0800 00 01 11||+44 1274 658 074|
|Car Insurance||0800 051 54 05||+44 117 926 3731|
|Card Loss Centre||0870 6000459||+44 1423 700 545|
|Mortgages Direct||0800 400 999||+44 121 635 1060|
|Extra Borrowing for
|0800 88 66 88||+44 121 635 1060|
|Home Insurance||0800 051 54 50||+44 117 926 3709|
|Home Mover Services||0800 400 999||+44 121 635 1060|
|Internet Banking Online Help||Got a Question?|
|Life Assurance||0117 940 3884||+44 117 940 3884|
|NatWest Credit Card
and Student Card
|0870 333 9091||+44 870 333 9091|
|NatWest Gold Card||0870 333 1993||+44 870 333 1993|
|NatWest Platinum Card,
Advantage Premier Card
|0870 909 3715||+44 870 909 3715|
|Stockbrokers||0870 600 4080||+44 113 346 2425|
|Travel Protector||0800 33 11 33||+44 117 926 3751|
|Actionline Telephone Banking Service||08457 888 444||+44 8705 888 444|
|Businessline Telephone Banking Service||08457 11 44 77||+44 8705 11 44 77|
Use our on-line form to provide your feedback on our products, services and website.
Step-by-step Complaints Procedure
We want to:
- Make it easy for you to raise your complaint
- Listen to your complaint
- Consider how you'd like us to remedy your complaint
- Make sure you're satisfied with how your complaint was handled
How and where to complain
|In person||Visit any of our branches and speak to one of our staff.
Use our Branch Locator to find your nearest branch.
|In writing||Address your letter to The Manager of your branch or your Relationship Manager.
Use our Branch Locator to find the address for your branch.
||Use your usual number for contacting the Bank, 24 hours a day.|
||Complete our on-line form. Please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.|
How long will it take?
|Immediately||Our aim is to resolve your complaint straightaway.|
|Two days||If we haven't resolved your complaint within one week, we'll write to you:
1) Explain why we haven't managed to resolve your complaint
2) Tell you how long we expect to take to resolve it
3) Tell you who is dealing with your complaint
|Two weeks||In most cases, we'll resolve your complaint within two weeks.
If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you.
|After two weeks||We'll keep you informed on a regular basis until your complaint has been resolved.
In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.
If this is the case, your complaint may be passed to our Customer Relations Unit who will continue to try to resolve it.
|Eight weeks||In the unlikely event we can't reach an agreement with you by the end of eight weeks, we'll send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.
We'll tell you about the Financial Ombudsman Service and how to contact them about this complaint.
What if you're not happy with our response?
Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority.
If you're not satisfied by our action or explanation your case can be reviewed at a higher level within the Bank.
Our Customer Relations Unit is a specialist team who'll investigate your complaint fully and aim to reply within two weeks. If the investigation is likely to take longer, they'll keep you fully informed.
You can write to the Customer Relations Manager (address below). Please quote your account number, branch sort code, details of your complaint and what you'd like the Bank to do to resolve it.
NatWest Customer Relations
Our Customer Relations Unit number is: 0800 015 4212. (If you have speech or hearing difficulties and are a textphone user, you can call us on 0800 917 0527).
Overseas callers should dial + 00 44 20 7649 9315.
If together we can't reach agreement
The Bank is a member of the Financial Ombudsman Service and if we can't reach agreement with you, our Customer Relations Unit will send you a 'final response' letter. This letter will clearly set out the Bank's position in relation to your complaint.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
You can write to them at:
The Financial Ombudsmen Service
South Quay Plaza
183 Marsh Wall
Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman web site at www.financial-ombudsman.org.uk
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.