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NatWest Commercial Banking serves customers with businesses that have an annual turnover of £1m and over.
Customers with business turnovers in excess of £25m are served by The Royal Bank of Scotland.
Options
| UK companies with a turnover of less than £1m | Customers with a turnover of less than £1m are served by our Business banking section. |
| UK companies with a turnover of £1m to £25m | Contact Us We'll Contact You UK companies trading internationally |
| UK companies with a turnover of more than £25m | Companies with a turnover of over £1bn are served by the Royal Bank of Scotland |
| Internationally based companies | International company banking enquiries. |
| Bankline Internet Banking | Existing customers - contact your relationship manager. New customers - contact your nearest Commercial Office. |
| Find your nearest Commercial Banking Office | Office locator. |
| Personal banking customers | Personal Banking customers contact options. |
Contact Telephone Numbers
We have some useful telephone numbers for general enquiries which you may find helpful.
If you have a query regarding our Bankline internet service, you should contact your Relationship Manager.
Office Locator
Branches
Our Branch Locator will help you find address information for our high street branches, together with telephone numbers and local services.
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 Commercial Office Locator or 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. |
| By telephone | Use your usual number for contacting the Bank, 24 hours a day. |
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
FREEPOST NAT12685
BOREHAMWOOD
WD6 1BR
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
London
E14 9SR
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.
