Personal Natwest Reviews 

Find this the most stupid way for payments it is a total farce does not work ,spend hours trying to make payments ,again bank being dictatorial towards its customers .last time spent 1hour without success

Having loads of trouble with biometrics for over 2 months phoning is not a option with problems so I went to my local branch just to be able to get into my account this took 2 journey but the staff cured my problems until I’ve just wanted to make a payment to my partner into the account no problem selected the payee then the page of use biometrics came up and unless I sign up for it again I can’t make the payment but a few days before I could pay the bank for my travel insurance. The bank is not fit for purpose

If you want a bank that doesn’t reply to E Mails, doesn’t answer the phone , totally ignores clear instructions and generally can’t be contacted, then NatWest is the one for you

Will not recognise my face very poor cost me a good deal probably move bank now

This is a terrible face recognition system. Only works in direct sunlight. All my other apps work first time. There are hundreds of complaints regarding the inefficiency of this app and nothing has been done. I have now managed to extricate myself by deleting the face recognition system

Another customer dissatisfied with having to use biometrics to authorize payments over £1000, as it simply doesn’t recognize my face.
I am now going to arrange it so that I have monthly transfers out of my account to my other bank account, whose app works perfectly and doesn’t limit me to £1000 payments.

It’s all been said really, NatWest biometrics is a disaster area - something this important to security, how come NatWest are failing to fix it? Due to phone update second time I have been stuck. NatWest guy on phone tried to talk me through cancelling it and, of course, you need to use biometrics to do this! It sucks, Come on NatWest FIX IT before I leave after 55 years!!!!!!

I have been a loyal customer of NatWest (and it’s earlier incarnations) since 1970 but the introduction of their totally useless biometric approval system is likely to make me switch. If anyone from NatWest reads these reviews (unlikely?) …. Please fix this!

1 star as could not award zero, with Natwest for over a decade. Lost my wife to a long illness and could not work for a while due to depression. Natwest have done nothing but exploit my situation since to make money from me - still trying to free myself from their overdraft trap years on - absolute disgrace of a bank

Well it was good until they put the stupid biometrics on there and apparently mine keeps failing ive been locked out of my account so many times just to pay a payment absolutely ridiculous cant speak to anyone! Will be looking for another account!

Not even worth one star. The biometric approval is a total failure. Failed every time and failed and no human customer service officer. My account is locked. Lloyds app much much better and user friendly.

The additional layer of authentication by requesting the payer blinks in the camera frame is awful. It doesn’t work in anything other than really bright light, and my elderly father has no chance of using this. The constant update of the journeys and steps in the app makes it really confusing for elderly people / those less confident digitally, so actually discriminated against those vulnerable customers. It’s the only bank I’m aware of that users this extra layer, even when the user has already authenticated to get into the app in the first place, and seems totally unnecessary. We will be changing our bank accounts and moving to one that supports vulnerable customers. Shocking service

agreed with everyone, when things work, it is fine, but BIOMETRIC approval has become a problem and has locked me out of my account, and to get it removed ... you need to use biometric approval.... so you have to then call, and then they send a request to the it guys, who will look into in in 5 days time.... so. no access to money for this week it seems!

Absolutely shocking. After using them for 17 years they are more focused on replacing people with technology and it simply doesn’t work. I have been locked out of my account because their biometric approval doesn’t work. It’s a complete joke and their customer service is appalling.

I'm a very busy person these days. The pandemic busted my company and I've had nightmares with the DVLA & County Courts system. It has been a rough ride through 2022. One bright spot has been NatWest Bank. Yes; I hate biometrics too... but it's small price to pay.

I can't explain it to anyone who's sitting pretty and never had a business go under, or an eviction notice or ended up in supported housing. I owed a personal overdraft of £2000 and a business account that was unrecoverable. Through it all and up to last night Nat West have been absolute champions.

To give you an idea of what I mean... They've helped me by waiving interest on my overdraft and even crediting interest I'd already paid. They didn't do it once: I was able to use this feature of their service four times whilst looking for a job & needing to balance a budget whilst interviewing.

I generally hate call centres... preferring the good old days of knowing your bank manager... but if you're absolutely going to have a call centre... this isn't a bad one. The young man that spoke to me last night gets 5 stars.

Most recently I've had trouble with nonsense transactions like CarJet Car Rental trying to steal my booking fee even after I'd cancelled a van rental. My dentists overcharged me and I was awaiting that refund and London North Western Trains had busted me for a penalty fare (now refunded) even though I was holding a full season ticket.

Christmas week I'm tired from working all day but I'm able to speak with a Customer Services Representative at NatWest at 3.00 am. Yes you read that correctly... 3.00 am. They answered the phone, took me through my query and and assisted like champions.

Well done Nat West. I'm a customer for life.

NatWest app is great UNTIL you need to approve anything using the biometrics and then it doesn’t work at all! Never recognises your face regardless of lighting / time of of day etc. Lost count of the number of times it has locked me out and had to reset everything, all just to transfer your own money. So glad I’m not the only one who finds it utterly useless. NatWest should be doing a lot better. Not even worth 1 star.

I’ve been with NatWest over 16 years and the service and app have been fantastic. The app is one of the nicest legacy ones out there in terms of functionality.

The biometrics approval is a little hard to use, would prefer being able to use Face ID or a pin instead otherwise you’re sat in a dark room trying to blink at a camera.

RBS blink security is absolutely rubbish and now locked out of my account. Why do they implement it when it is not working as it should?

I got caught in the dreadful biometrics trap, the feature on the mobile app that NatWest fondly imagine works but doesn’t. I get comfort from not being the only one! I’ve just spent ages on the on-line “chat” asking them to disable biometrics on my account: it will be a process of several days to achieve it. Wouldn’t it be nice if NatWest looked at reviews and spotted that they have a problem?

Utterly infuriating "blink your eyes" biometric approval has NEVER worked for me - not once! Shame Trustpilot won't allow zero stars....

Today, I tried to pay an invoice to a company I haven't sent money to before. Yet again, I'm faced with blinking away at my phone for four minutes until the approval request times out and I lose all the new account information I've diligently typed in to the banking app.

"I know", I thought to myself after an expetive-laden rant at my innocent iPhone, "I'll delete the biometric credentials and start again". Easy-peasy, I thought. Found the biometric settings and hit the delete icon. The Natwest app very diligently asked me if I'd been told to do this by another party, and then asked me to confirm the deleting by PUTTING MY 'FACE IN THE FRAME' AND BLINKING AT IT!!!

Completely, utterly and ridiculously unfit for purpose. I sign into my iPhone with facial recognition and it doesn't care if I'm wearing my glasses or not and even whether I have a beard or not - it just works. Seems that for the NatWest facial / blinky recognition to work, the lighting has to be completely perfect, it has to be a day without a 'Y' in it and the planets have to align.

I think I'll send a cheque.....