NatWest Bedford 81 High Street - Bedford

Benny G.

I had an excellent experience with Natwest, thanks to Sue’s outstanding customer service.

She was incredibly helpful in assisting me with a fraud and scam claim, making me feel reassured throughout the process. Her knowledge and advice were invaluable, and she handled everything with professionalism and care.

I truly appreciate her support and the bank’s commitment to customer service.

Katarzyna D.

I'm extremely disappointed.
This branch is absolutely not friendly for people with special needs.
I was standing in the queue to the counter service to deposit cash with my autistic son.
I wanted to be served by person, yet they refused and tell me I have to use self service machine, even though there was barely no customers (I was 1st in the queue)
It was too much for my son, as it takes to much time (the machine was keeping returning the notes as usual) and I couldn't split my attention as the notes fall to the ground, so I had to pick them and my son ruaway 3 metres away.
The man who told me to use the machine held him and told me rudely I have to put him in the pushchair straps. I didn't want to explain that he struggled with straps, and I couldn't do it, and that's why I have chosen to be served at the counter to have hands free, ready to hold him.
I had a hidden disability lanyard displayed and still, yet he seemed to be unaware of its meaning.
It's not the first time when they forced me to use the self service machine, even when they're not serving anyone.
They are to busy chit-chatting instead of serving customers unfortunately.
Probably it's just about the time to change the bank.

David

It's a shame Nat West have decided to to reduce a major High Street Branch to little more than self service machine banking.

There are far too few counters and those are rarely fully staffed leading to a long wait.

If all the staff dedicated to explaining to confused customers how to use the machines were behind the counter as bank tellers you might feel more like a valued customer and less of a Luddite nuisance that can't or won't use the Banks gleaming robots.

The entire system is predicated upon the convenience of the Bank rather than customers.

While queuing for the sole teller to become free you get quite aggressively accosted by staff asking "what are you doing today?" insisting you use the machines, even suggesting that there is no other option.

I visited today10/02/25) and once again the staff member looked and acted as he had come across some awkward loon just because I wanted to use a staffed desk rather than the deposit machine.

I had made a silly error and forgotten I had disabled my card but the lady behind the till sorted it out no problem and with good grace.
That would have caused me no end of grief at a machine that wouldn't be able to explain the problem.

I really feel a Bank that offered a personal, human, old fashioned, customer driven service would attract shedloads of customers who don't want to bank online or through their phone but it don't appear that NatWest is up for trying that one.

dren D.

Utterly awful service. Had the misfortune of needing to visit this branch a couple of times over the past couple of weeks and both visits have been nothing short of dire. First visit we were kept waiting for 1hr 45mins when initially being informed it would be a 10 minute wait.

Currently sat 2hrs waiting after being told it would be an hour and to come back - but it's clear that our appointment was not booked correctly/got lost and are now at the back of the queue because the staff are nothing short of inept.

I don't think I have ever said these words about a bank before - but would highly recommend avoiding this branch at all costs and using any other branch that you can.

Wish I could give no stars..

mark S.

NEVER bad so much incompetence from a single bank 15 mths to register a POA still not accepted

Benjamin K.

Honestly, if you can work the machines, you can deal with most of your banking needs. The staff are usually happy to help and the guy on the front door has a very personable approach. I think you definitely need to phone and book face-to-face appointments with advisers ahead of time, because turning up on the day and expecting to speak to one promptly is a rather tall order. Covid precautions are also upheld wherever possible.
Been with them nearly 20 years, no major complaints so far.

Chris F.

First time in ages since I last visited, but service is decent, and all enquiries are dealt with promptly. Just like every other Bank, it looks like they are trying to get everything done on line. Hope they don't close this branch.

Private

This is a review for the Bedford Branch, I bank here but I am making plans to move to another bank or building society, I experienced terrible customer service with a rude loud women at the cash desk, talking so loud eveyone could here all of my business & she made no effort to lower her voice to be more discreet, she interrogated me over my money, wanting to know what I do with it, asking for invoices to prove what I buy, asking personal questions she didn't need to know, I was very upset & I was very very offended, & shocked to the point I was speechless, I have put in a formal complaint, if the Bank Manager thinks that this is appropiate behaviour by a member of staff, then it is a sure sign that the bank manager trains their staff to behave this way, I for one will NOT be staying with a bank who treats their customers in such an appaling manner, the worse crooks are bank staff who steal customers money, I used to work for a bank & you hear a lot of stuff about staff being sacked for stealing customers money. I was a good bank staff who cared about customer experience so I expect a lot from banks. If staff needs to discuss anything that is of a personal nature they should be doing it in a discreet way & offering a quiet room to talk about whatever needs to be discussed, it should NEVER be discussed in public for everyone to hear, & you never never ever ever make customers feel uncomfortable by interrogating them, NEVER EVER! And you certainly DO NOT talk so loud that everyone in the banking hall can hear what you are saying, and this is coming from the bank staff who was talking very very loud about customers money for everyone to hear.