NatWest Lancaster - Lancaster

Fizzy B.

I’m a business customer. The staff here just stand around whilst you’re queuing, it’s really annoying. 10 mins queuing today just to collect pre ordered change when there’s 3 staff stood watching me queue doing nothing.
I hate the way the branch is laid out, the weird systems they have in place in which staff are there to divert customers to self serve machines rather than just mucking in and serving customers.

No phone number for the branch. Today I paid in £1725 at the business drop off safe. The cashier has keyed £172.50 by accident so I contact NatWest to be put through to a call centre elsewhere. You can’t get put through to the branch which is a joke; they have to email them and ask them to contact me.
I tell them this mistake needs rectifying today as I’m going on holiday that night and I have payments coming out the following day which may bounce without them sorting. They promise someone from the branch will call me that day but no one has. It feels like they make everything so much harder than it needs to be.

Oh. I.

I had a great experience today. The lady who assisted me was friendly, understanding, patient, and knowledgeable. Any questions I had, she answered confidently. I was seen to quickly and even offered me further assistance with my savings accounts. Thank you.

Hildy W.

Staff are usually very friendly and helpful but went in wanting stamped bank statements for a visa and was told in a rather condescending tone that there was no such thing as a bank stamp. When I went to the Manchester branch they were immediately very happy to stamp documents and said it was no problem at all! I understand it is quite uncommon to need a stamp, but disappointing that staff members don't know it exists at all!

graham M.

I have been a customer here for 36 years, i have worked from home since Feb 22 for Addeco/Serco on 7 different contracts. I will be starting another contract WFH on around 13th January In the new year. I am very close to going into a overdraft which will be In about 2 weeks time and I have asked for a increase In the overdraft and I have been refused. I have had 2 call backs today to confirm I will not be allowed an Increase In my overdraft limit. I honestly don't know how I am going to get by In these next 8 weeks. This Is having an effect on my mental heath, they just don't seem to care. I am disgusted with the customer service.

EDIT 20th Nov 24.
I received a call today at 1pm when I was leaving my flat from the Nat West complaints team. I asked them to call me back at 230pm as I will be In Starbucks. This chap has just called and I have told him the same story that I have told to 3 other Nat West agents in the last 2 days. At the end of our conversation he said he can not help me with the overdraft of £250, he said i can complain to the Ombudsman but that could take 8 weeks. I am hitting my head against a brick wall, poor poor poor customer service. I've tried to edit It to give It zero stars.

Paul M.

The staff here definitely need lessons in customer service everything seems a chore to them they seem actively trying to discourage you using the bank in person and obsessively pushing for you to bank online.

Marion Y.

After 45 years with Nat West, a visit to this branch has persuaded me to switch, despite the fact that I love the app. I don’t visit very often but have always been irritated by the ‘floating’ staff who operate some kind of triage system which is totally OTT. This is not A&E!! I would far rather be in a queue so I could see how far I was from being seen.
On the first day I went in, when I was finally attended to, I was told, admittedly apologetically, that it would take around half an hour to make 2 BACS payments. The assistant was very pleasant but I had to do one payment and come back the following day, as I had popped out in my lunch hour and needed to get back to work.
I went back the following day to make the second payment. However, the payment was rejected so I went back a third day and, although I may have been partially at fault for the error, when I queried the process they had used, the male assistant was really defensive and almost aggressive, saying in front of anyone in the open area who cared to listen: ‘ You had the opportunity to check all the details. You should have noticed that (the wrong account was debited)’.
I don’t need humiliating by some jumped up bank clerk. I’m moving my money elsewhere.

olga M.

The staff is very really nice, HOWEVER they have no idea what they are doing. We received 0 support with managing our business banking account; we went multiple times, were told the details for account are sorted... SPOILER: they weren't. I later find out the details could have been only changed online, so they either received 0 training, or had no idea how to help us. Changing banks asap.

Dee M.

Some of the staff are here are really horrible. I walked in yesterday having just a small question, I wasn't even greeted. When I finally was spoken to, it happened from across the room. The two women stationed to speak to people entering the bank would not approach me. They stood far away, and got angry when they couldn't hear me speaking from where they were. Not that it mattered--they clearly had no desire to help. In fact, they did not help, and after speaking to me they didn't even make an effort to say good-bye or to thank me for my business, or actually try to give good customer service. Such was not the case for other people who walked in behind me. I couldn't help but feel it was a racist encounter. The experience was so bad that I have decided to take my banking elsewhere. There are other banks in town with far nicer people.