Personal Accounts


  • New customers 0800 200 400
  • Existing customers 08457 888444 England/Wales 08459000020 Scotland
  • Alternative found 01634 890874/ 01619319959 customer enquiries
  • Lost/stolen cards- 0870 6000459
  • Automated service – can take up to 2 mins to get through automation
  • Uk
  • Facebook: Good for getting attention

Charges/fees for basic current account- (not including interest charged or specialist services)

  • Minimum monthly funding charge- No on Select account
  • Arranged overdraft fees- None
  • Unarranged overdraft fees- £6 per day over £6
  • Returned item fee- £6 each item capped at £60 in any charging period
  • Customer satisfaction published? NO

Complaint resolution procedure:

  • Unresolved within 2 days assigned specialist handler- with personal contact for advisor
  • Complaints number- As above

Customer service charter: YES

Customer satisfacton/ complaints published: NO

Complaints recorded with FCA

  • 1st July 2012 – 31st December 2012: 81519
  • 92% closed within 8 weeks
  • 66% upheld (won) by complainee

 Set up of accounts

  • New current account – up to 14 days
  • Switching current account- 7 days as per new government legislation as of 16th September
  • Existing customer incentives- None obvious

Business Accounts


  •  New business 0800 096 8334
  • Existing customers 0847 114 47 not free phone
  • Complaints number 08457 114 477 not free phone


  • Set up of new account- up to 14 days
  • Switching  business accounts- Guarantees and clear stages available online- performance statistics available online must be completed within 7 days
  • Business guidance offered- YES Nat west Mentor
  • Online webchat available? YES
  • Complaints resolution procedure- clear steps outlined in download- contacted within 1 week given a name of the handler dealing with complaint, aim to resolve within 2 weeks.
  • Existing customer incentives? NO
  • New business 2 years free banking

Credit cards, Mortgages & Savings

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