How to make a complaint | NatWest

You will receive a response so you know we have received your complaint. This will contain your complaint reference number for your records and will help us find your information quickly should you need to contact us.

We may need to contact you to discuss your complaint and help resolve things quicker for you, to help us to do this please provide us with your up to date contact details including a phone number and email address. We will get in touch with our decision by phone, in writing, or by email.

Please Note: Our calls may appear as ‘private’, ‘unknown’ or ‘withheld’ on certain handset. If you have provided an email address or have opted for paperless statements, please check your junk email folder as emails may fall into here instead of your inbox.

Regulations allow us up to 56 days to resolve customer complaints but we hope to do this much quicker, and will keep you updated on our progress.

We will get in touch with written communication no later than 10 days of us receiving your complaint if we are still investigating it, and then at regular intervals after that. We will endeavour to communicate with you via email if we have an existing email address on file or If you have provided one when raising your complaint. 

To help us investigate and resolve your complaint, please provide the following:

• Your name and address
• Your account details and what it relates to
• When your issue occurred
• A description of your complaint
• How you have been affected by this
• A contact number, and email address

Why we need this information

This will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint.

Your contact details will help us to get hold of you if we need to discuss your complaint or require further information.

Looking for an update on an existing complaint?

If you have previously raised a complaint, please refer to the contact details provided to you in the text, email, or letter you have received from us.

If there is still additional information you need to give us or request from us, you can contact us using our online form. Just use the 'Existing Complaint' drop down options when filling in the form, and our team will get back to you:

Existing complaint form

If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.

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 letter.

You can contact the service by writing to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

You can also phone them on 0800 023 4 567 or 0300 123 9 123

Visit the Financial Ombudsman Service's website

Alternatively, if your complaint relates to a product or service purchased online, you can contact the European Commission using their Online Dispute Resolution (ODR) platform. The ODR platform, primarily aimed at European Union (EU) cross-border disputes, is designed to help consumers resident in the EU get access to dispute resolution if they remain unhappy with the response they have received from a trader established in the EU. To use the ODR platform you will need the following information: james.duffield@rbs.co.uk. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS) therefore you may prefer to contact us or the FOS directly in the first instance regarding your complaint.