Making things better: Here’s how to let us know about any problems
 

How to get in touch

In our mobile app
• Tap ‘Help’ then ‘Chat to Cora’ and type ‘Complaint’
• App available to customers aged 11+ using
compatible iOS and Android devices with a UK or
international mobile number in specific countries.

Online
• Visit natwest.com/howtocomplain
• Click ‘Chat to Cora’ and type ‘Complaint’

By phone
Our lines are open 24/7. Calls may be recorded.
Relay UK is a service aimed at supporting our hearing
impaired or speech impaired customers. To use this
service, customers can download the Relay UK app
or when using a text phone prefix our telephone
numbers with 1 8 0 0 1. You can use Relay UK or a text
phone abroad. Just dial Relay UK +44 151 494 1260
and give our overseas number listed below. Visit
www.relayuk.bt.com to find out more.

Braille, large print, coloured paper or audio format?

If you would like this information in another format,
call us on:
UK: 03457 888 444
(Relay UK 18001 03457 888 444)
Overseas: +44 3457 888 444
(Relay UK +44 151 494 1260)

For more information on accessibility please visit natwest.com/accessibility or speak to one of our colleagues.

If you’re a personal customer:
UK: 03457 888 444
(Relay UK 18001 03457 888 444)
Overseas: +44 3457 888 444
(Relay UK +44 151 494 1260)

If you’re a credit card customer:
UK: 0370 333 9091
(Relay UK 18001 0370 333 9091)
Overseas: +44 370 3 33 9091
(Relay UK +44 151 494 1260)

If you’re a Premier customer with a Premier Banking Manager:
UK: 0333 202 3330
(Relay UK 18001 0333 202 3330)
Overseas: +44 161 933 7239
(Relay UK +44 151 494 1260)
Or call your Premier Banking Manager directly.

If you’re a start-up or business customer with a turnover under £2m:
Online
• Visit natwest.com/business
• Click ‘Chat to Cora’ and type ‘Complaint’
By phone
Our lines are open 24/7. Calls may be recorded.

UK: 03457 114 477
(Relay UK 18001 03457 114 477)
Overseas: +44 3457 114 477
(Relay UK +44 151 494 1260)

If you have a Relationship Manager or a Commercial Support team, please contact them in the first instance.
In person
Visit any of our branches and talk to one of our team.
To find your nearest branch and its opening hours
visit natwest.com/branch

In writing
Personal and Business customers
Customer Relations Manager,
1st Floor, 2 St Phillips Place,
Birmingham B3 2RB
Credit card customers
NatWest Card Services
PO Box 5747
Southend-on-Sea SS1 9AJ

What we’ll need to know:
In order to fully understand your complaint we’ll
need some details from you:
✔ Your name and address
✔ Your account number and sort
code or credit card number
✔ What has happened
✔ Any names or dates you’ve noted if
you’ve already spoken to someone
about this problem
✔ How you’ve been affected by this
✔ A contact number and best time to
contact you

The Financial Ombudsman Service
The Financial Ombudsman Service is an
independent organisation. They sort out complaints
from consumers and financial businesses where
they haven’t been able to resolve between
themselves.
If we haven’t been able to resolve your complaint
within 8 weeks, or you’re not satisfied with the
resolution, you can refer your complaint to the
Financial Ombudsman Service.
If your complaint is payment related, you can
contact the Financial Ombudsman Service if you
have not received an acknowledgement within
15 business days or if we haven’t resolved your
complaint within 35 business days.
If you receive a final response letter from us, and you
want to contact the Financial Ombudsman Service,
you’ll need to do this within 6 months of receiving
our final response letter.
To find out more about the service visit
financial-ombudsman.org.uk

You can contact the Financial
Ombudsman Service by writing to:
The Financial Ombudsman Service,
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
(Relay UK: 18001 0800 023 4567)
Telephone: 0207 964 1000
(Relay UK: 18001 0207 964 1000)
Email: complaint.info@financialombudsman.org.uk

Your privacy
We have collected your contact information to
enable us to provide you with updates on the
progress of your complaint. The complaint record
will be stored for 6 years for audit/investigation
purposes as required by regulatory authorities.
Our full Privacy Policy is available at
natwest.com/privacy