NatWest Canary Wharf Crossrail - Crossrail

Chi Tran

The branch is quite large but while customers were waiting, there was only one staff, no more one came to ask if they need any help, just wait. You need to spare a lot of time if visiting this branch. The staff who took a customer simply didn’t know how long he can solve the issue, the remaining customers just waited without knowing of how long.

Updated: someone came and I said I need to transfer the amount more than daily limit of £20k but she said because I did not transfer the total at the beginning. I did but the daily limit of £20k. Simply we can’t do, and she left, no more help.

Very awful service!

Dimitris Giannoulis

Very slow customer service. Modern decorations and a pleasant office space is not enough.
Very slow turnaround for customers looking to do anything other than use the ATMs or tablets.
Otherwise personnel are quite friendly and professional. Alison especially was great.

david whitney

Truly awful customer service. Huge queues a skinny guy with long brown hair just walking around doing nothing not wearing a name badge presumably because he doesn’t want people to know that his name because he doesn’t do his job very well.

Eilbret

Long line, only one employee. Waited over 30 minutes. Until someone came to help. Unacceptable service. Once they came it looked he hated his job. Rude did not listen, had to repeat myself.

Clare Stark

I spent most of my day here because poor Faith was left on her own to deal with the queue of enquiries while there was regularly 2-3 tellers standing around at their counter. Faith remained professional and friendly when people understandably became irate with the incredibly long waiting times. Back office staff stuck their heads out of the office repeatedly but did nothing to help her. Would avoid until they bother to provide additional staff

itsmytubeyourtube

Thanks to the 2 staff members that enabled my visit to be smooth, quick and efficient. Thanks so much!!

Stuart Hill

I've visited a few times recently and I have been very impressed with the service received. The staff have made me feel welcome and have seen me as quickly as possible. One lady, whose name begins with 'A' (I'm sorry I cannot remember!) has been particularly helpful with closing an account and also making a transfer when I've visited on two occasions. Thanks very much!

Anthony Constantinou

Went earlier today for a CHAPS transfer. The person at the desk, Alison, asked a series of questions. I answered all questions including that this was for a 10% deposit for a property purchase. Alison insisted that a verbal confirmation about the a/c details was needed by my solicitor. Even though I was surprised to hear this, l called my solicitor but was not available over the phone at that time. Alison then wanted to see more details, including e-mails about the financial figures of the property purchase amongst other things, which I had no problem showing. However, she insisted for a verbal confirmation and proceeded to read me a long wall of text about fraud etc.

Because this was taking too long (25+ minutes up to that point), I questioned the need for a verbal confirmation and Alison was adamant, and repeated multiple times, that this ‘rule’ has been in place for years and that without verbal confirmation she will not be able to carry out the transaction. I explained that this was not the first time I send via CHAPS to this specific a/c (it was even saved as a payee!), but that it was the first time someone asks me to provide verbal confirmation by the payee.

In answering a couple of my question about this ‘rule’, Alison responded with inconsistent information. Specifically, she said that verbal confirmation was necessary because more than 12 months had passed since my last transaction with this payee. But then she kept revising this rule after I remembered that the most recent transaction with this payee was not older than 2-3 months. At that point, she started mumbling and I realised something is not right. I had no option but to ask that I speak with a more senior colleague. Five minutes later, Alison arrives with a senior colleague who confirmed that there is no need to provide verbal confirmation by my solicitor. Alison was not apologetic and took another 15 minutes to complete the transaction; although she did apologise for taking a long time to complete it.

I`m completely puzzled by the behaviour of Alison. Did she suspect a fraudulent transaction? If yes, does this justify her blatant lies and imaginary rules?