NatWest International Reviews 

The elevator in the Guernsey (Channel Islands) branch is perpetually broken which prevents me from accessing the bank to perform several transactions that must be done in person.

Took 6 weeks for LPA to be registered, finally got onto app and online, but still unable to make payments online ( have to use telephone banking) as won't let me register for facial recognition "as only just started using app " and takes up to 15 days to get card reader.
V slow and frustrating
The individual at bank helpful

Terrible, staff have limited product knowledge, complaints department do not respond to calls or follow up. The Ombudsman should investigate them. All the one stars have significance .AVOID.

Their customer service doesn't reply to emails. I called them to confirm which account details to use for an overpayment on my mortgage and the money has vanished. Their AI assistant, Cora, is frustratingly annoying and useless. It's terrible.

If I could give them minus stars I wouild that's how bad they are. They have been sitting on my late mums financial estate for months. I have completed all the forms and even made a complaint, the result of the complaint was human error but it still was not resolved. Now I am right back to the beginning waiting another ten deays for them to deceide if they need more information. It's an absolute discrase, they are sitting on the money for a s long as humanly possible.

I am currently in Australia. Nat west has blocked my card and it is now the weekend and tried contacting them on their emergency line and was kept waited for over 90 mins. Had to hang up on the end because my local SIM card run out of credit. Disgraceful service, they have left me with no funds to get into. I will have to sleep on a park bench until the bank opens. 😬😬😬😬😬

i have been banking with natwest in jersey for near on 27 years. I had the misfortune of having my wallet stolen. I rang to cancel my card and order a new one. i was in no hurry, so I ordered a new card by standard delivery. Two weeks later the card didnt arrive. in the mean time both revolut and wise provided new cards. I was told there was no tracker on the card. They had no idea where it was. I was aksed to wait until the end of the week. I aited a full week. The card still didnt arrive. I rang to be told it was no possible to dhl a card unless i paid for it, Having been told they would send one for free if it didnt appear. I find it amazing that an offshore account do not track its cards. I find it even more amazing that i have to wait 5 weeks before they will send me one by dhl. A so called premium offshore account is less reliable and more difficult to deal with that Wise or Revolut. When i put pressure on the woman at the call centre, she terminated the call. Every time I call I have to wait 5 minutes for an answer on an international mobile at my cost. The service is completely depersonalised nowadays and poor.

I don't even know how does this bank even exists with its incompetent staff and banking processes which seem to be from about 40 years ago. They blocked payments from my account every single day whilst I was travelling overseas as they flagged every payment as being a fraud even though I rang them to lift the block for 5 consecutive days - spending about an hour each day completing their ridiculous security checks even though I had gone through several layers of security to make the payment. Their incompetent staff don't even know the payment limits for the bank that they work with and are incredibly unhelpful.

This must be the worst bank you could imagine
It’s like visiting la la land, from trying to get onto the Wi-fi to how long you have to wait to see someone to the inefficiencies of the IT system

If there was a 0 I’d give it! Our family have banked with NatWest and NatWest International for over 50 years. My elderly mother lost her phone at an airport today and I have just spent 3 hours on chat with ‘Chora’ and on hold to NatWest to try and block the app on her phone, still no bloody help at all.

I have no idea how natwest international can still be in business!

There service is awful and borderline fraud. I'm sickened with how disrespectful a company can be to their customers

Was very happy with them some time ago the IOM mortgage team was great i cannot speak highly enough of them

Subsequent issues
- some years ago they threatened to close my account at very short notice as some AML was allegedly not up to date despite the account was opened recently at the time
- In a moment of comedy they decided to introduce sms authentication for online banking however they system they were using did not allow sms to get sent abroad [the 'international' word in 'international banking' might suggest its for people who are abroad or is that just me] so it was rather useless and they refused to acknowledge this - it took a couple years to fix that
- they now again have some AML rectification team working in IOM who randomly call me without proper ID and ask about my address expecting me to divulge things , it takes forever to call back and verify them to a known switchboard number as often noone answers and then the relevant person is not there , i should charge them for my time theyre wasting

I've tried calling numerous times over the last month and it just goes to voicemail.

NatWest International are totally incompetent and unprofessional. They used to be a decent, reliable and helpful bank. They are so far from that now unfortunately.

NatWest pride themselves on providing poor customer service. The staff at the branch can never help resolve issues created by the bank itself. Complaints don't get actually dealt with.

Avoid at all costs. Especially if you plan on opening a business account with them.

@NatWest_Int staff appear helpful but the reality is that they are ineffective: it takes an incredibly long time to open an account (even for an existing customer). At every turn NWI staff appear to lack customer focus and an ability to take ownership for resolving bread and butter processes.

I have tried getting in touch with the team since I have a mortgage with them. I have been waiting since Dec20 with no reply whatsoever. Really disappointing, just here to cash in money

I tried to open an account as I was attracted by the high interest rates offered for a USD fixed term bond. The process so far has taken 4 months and my account is still not opened! As a comparison HSBC International took 1 week to open my account and Lloyds International took 1 month. Emails and phone calls go nowhere. I haven't experienced service this bad in a long time.

Utter rubbish. Do not bank with these w...nkers. go anywhere else

I have been a customer since NatWest International took over my Royal Bank of Scotland branch, which wasn’t voluntary but I have stuck with them.

I am now switching bank after multiple howlers on this bank’s part. It seems that the bank is trying desperately hard to switch to more digital automation but with 1980’s processes in place, which leads to an atrocious customer experience.

Here are just a few:

-Bank account was frozen for sending £10.00 to a relative. To unfreeze my account took one hour of wait time on the telephone and I was interrogated by the Fraud Team on how long I had known the payee (my auntie with the same surname). I was then told that ‘Artificial intelligence had blocked the transaction and they weren’t sure why’. No apology issued for the inconvenience once resolved.
-All Jersey customers have just been sent a new Mastercard bank card. These do not work in multiple stores, even after activation. The process to add the card to Apple Pay can also not even be done from the Apple Wallet and instead suggests that you ‘call Netwest to activate Apple Pay’.
However, if you instead add the card to the wallet from the NatWest app, the card can be added correctly.
It is absolutely ridiculous how many people I know who are dealing with this problem since 3 months ago, yet not even one text message, email, or letter has been sent to apologise or suggest solutions.
Just simple radio silence.
- On random occasions I have been locked out of the NatWest app with no explanation as to why and that I need to enter my customer number on the website in order to gain access again. However, the customer number is only held within the app, so other than calling the bank, there is no way of attaining this number.
I tried to ‘chat to Cora’, the online virtual assistant, but sadly they are as helpful as a chocolate teapot

After years of just persevering, I am looking forward to now switching bank.

My aunt does not have online or a mobile phone.
She is 80 years of age.
Lives in Spain.
We have been trying for hours today to try and talk to someone regarding her transferring funds... for medical equipment and to help her lifestyle within her new home.
No one seems to be able to help her in this situation and is totally ridiculous