NatWest Heaton Chapel - Stockport

Asam Mahmood

I agree with the other customer reviews, in that queuing up (at times), especially before 2pm, can be a pain - but with all the local RBS branches shutting down, that's understandable.

This branch has a car park at the back.

The face to face customer service given here has improved over the years... Having said that, Mrs Baker and Mr Brooks (the cashiers) are the main ones I would pick out as being the most consistent with their customer service. Both of whom are: confident, clear, quick, positive, and professional in dealing with my queries..

The older lady (can't remember her name) on the desk doesn't always seem to give good enough customer service - it's almost like she doesn't want to help you resolve your issue. Though in recent times she has improved. :D..However I think she has now been replaced at the desk by someone else, who does a better job.

My main issue here used to be with the self-serve cash machine - the machine would spit out some of my notes because i didn't use to use it properly. Therefore, I had to stop using the machine for a while...

Well, that was until one of the agents (the man with the bald head) who used to stand near the machine showed me how to use the machine correctly. 😀

James Shuttleworth

Had to visit this branch to make a bank transaction as it was above the online transaction limit for a personal account, due to school holidays I took my 4 year old son.
Arrived at the bank at 2.46pm. There was a large queue and one person manning the counter with another one at a desk in the main room.
I got to the front of the queue by 3.06pm. was told by the lady at the counter that she couldn't deal with my type of transaction, despite being a basic chaps transfer (no explanation as to why given, nobody was queuing behind me) and I had to go to the other desk. This resulted in 3 people queuing at the designated desk whilst the person manning the telling counter was doing nothing.
The lady on the desk appeared to not be able to complete what appeared to be routine tasks and repeatedly disappeared into the back for far longer than felt necessary.
After a while of not being able to do something a third and as yet unseen member of staff came out to help the lady on the desk complete a basic task for the person in front of me. Once completed this third lady bypassed me and asked the person behind me if they needed help. They kindly indicated that I was next.
I explained to the lady that I wanted to make a large transfer. She immediately looked at her watch (it was by now 3.22pm, the branch closed at 3.30) and told me I'd have to come back tomorrow.
I told her I'd be queuing over half an hour and wasn't happy. Her response was "well, the transfer wouldn't go through today anyway", completely missing the point that queue for nearly 40 minutes whilst members of staff are unoccupied is simply not acceptable from a customer service perspective.
I then asked whether their staff could maybe give some forethought to their customers and inform us if it is unlikely that we are going to be served (given that my 4 year old boy had waited brilliantly in the queue for nearly 40 minutes). She then tried to suggest that because the staff did not know why I was there it wasn't possible to forewarn us of issues, to which I pointed out that I had already explained to the member of staff at the counter what I needed. She then went on to say that it was because they only had three members of staff on, despite this particular staff member not having been seen until 2 minutes prior when she appeared. There was also another member of staff in he back who did not serve anyone.
I let her know that my first move upon going home would be to transfer my current account to another bank, which I have started the process of.
Awful customer service and awful handling of a frustrated customer. I've had an ongoing NatWest account since I was 12, but this isn't the first extremely poor experience I've had in this branch. They appear to use badly trained staff who are out of touch and struggle to use technology; they seem to be more bothered about pedantry and clockwatching than actually helping their customers.

Kara Taylor

I'm not entirely sure why there are so many bad reviews for this branch. It's great to have a local bank with such friendly staff, who go above any beyond when required. The access to parking is a plus however I have seen that local residents do abuse the facility, making it difficult for genuine customers like me to find a space. The queues are understandable considering local Bank closures and I don't mind waiting in line a little longer to speak to an actual person.

Michael Wilson

Your new devices for paying in cheques and cash are no where near as efficient as the staff they are replacing. Also to have a member of staff on duty helping people press buttons when there is 20 people waiting to pay in is most frustrating. The envelope system was fine. Maybe you need to keep it as a back up till everyone can use the machines. Also if the envelope system is lost then how do we get other people to pay in on our behalf.
If you are planning to close the branch then maybe you need to have an online paying in system.
I’m done waiting in your queues. If we wanted an online bank we would have had one.

Steven Holmes

Just had to queue for 30minutes during my working time to pay in some cash, 11 people in the queue in front of me and by the time I left there were 17 individual customers queueing behind me.

Lost count of how many couldn’t get through the door and/or gave up and left the branch frustrated.

Probably wouldn’t be as bad if the local RBS wasn’t closed down.

Fethi foufou (Foufou 197272)

The WORST BANK Ever....

Most unprofessional people, rude and RACIST in same time. The receptionist she shouldn't be there in first place I never saw some one like her!! The shouldn't let her communicate with people! Or even been near of them!! I don't know how she get the job Now I understand why Natwest are going down closing all there branches and everyone changing there Bank to another one

TODAY I CLOSED MY ACCOUNT WITH THEM and I went to Halifax!

MUCH MUCH BETTER THAN THEM, THE SHOULD TAKE EXAMPLE

Mark Draper

Opened an account so I could pay in cheques. First time I did this they lost the cheque. Called Natwest, was told the branch needed to contact me and a callback was arranged. They never called. Rang again and was again told the branch would call me back...never happened. Terrible service, once my complaint has been resolved I'll be closing my new account.

Anwar Khan

Worse ever branch manager and counter staff especially Tina Barber.

Visting the branch for many years and still saying we don't know you despite requesting to ask another staff and refused straight away.

Worse ever branch, not recommended to visit or open an account with them.