How can we help you?

Safe Custody is closing

We have made the difficult decision to close our Safe Custody service. We’re sorry for the inconvenience this may cause, and we wanted to give you as much notice of this as possible so you can make other arrangements.

Until the Safe Custody service closes you can still access your item(s) as normal, although you may consider removing your item(s) permanently before the service closes.

We’ll be writing to you over the coming months, letting you know how you can remove the item(s) safely and securely.

Take a look at our FAQs for more information. You can also give us a call on 0800 096 5416 (overseas +44 150 652 7985) or use Relay UK on 18001 0800 096 5416 quoting the reference Safe Custody 01. Lines are open 8am to 6pm, Monday to Friday, closed on bank holidays. You can also call us with your Sign Video service.

Frequently asked questions

Why have you made this decision?

Like any business, we regularly look at the range of services we offer our customers. After such a review, we have made the difficult decision to close this service to allow us to focus on our customers’ core banking needs. We can understand this may create difficulties for you, but we’ll help you take the necessary steps to return your Safe Custody item(s) to you.

Will I be charged a fee when I get my item back?

When we return the item, we’ll charge you for the number of days it’s been held since the last charging date. This will be on a pro rata basis, based on the agreed fee that you are currently paying.

I didn’t know you were holding an item for me. How do I find out what it is?

Please arrange an appointment and our branch colleagues will show you what we’re holding in Safe Custody. Call 0800 096 5416 (overseas +44 150 652 7985) or by Relay UK on 18001 0800 096 5416 quoting the reference Safe Custody 01. Lines are open 8am to 6pm, Monday to Friday, closed on bank holidays. Remember to bring some ID with you – you’ll find details below.

What alternatives are there for my Safe Custody item(s)?

We can’t recommend any specific Safe Custody providers, but here’s a few ways to find a new one:

  • do an internet search for ‘safety deposit near me’
  • speak to family or trusted friends who might be able to offer suggestions or help you look at the options available to you
  • visit independent websites such as which.co.uk, thisismoney.co.uk or lovemoney.com for articles on safe deposit boxes.

I can’t visit the branch before the closure date. What should I do?

Please call 0800 096 5416 (overseas +44 150 652 7985) or by Relay UK on 18001 0800 096 5416 quoting the reference Safe Custody 01 to talk about possible solutions to your situation.

To have your item posted to you

Once you let us know you are happy for us to post your item, we’ll aim to return it to you as soon as possible. Allowing for Royal Mail strikes and holiday periods this could take up to 6 weeks.

Will you charge me for posting my item?

No – if you’re happy for us to post the item to you, you won’t need to pay for postage.

When will you send my item out?

Once you let us know you’re happy for us to post your item, we’ll aim to return it to you as soon as possible using Royal Mail Special Delivery. Allowing for Royal Mail strikes and holiday periods this could take up to 6 weeks.

What if I have items of monetary value in my envelope?

You should arrange an appointment to visit the branch to collect your item. To do this, call 0800 096 5416 (overseas +44 150 652 7985) or by Relay UK on 18001 0800 096 5416 quoting the reference Safe Custody 01.

Can you tell me what items you’re sending to me?

We won’t open envelopes to see what’s inside them.

My envelope contains out of date documents. I don’t need them back, so do I need to do anything?

Yes. We need to give your documents back to you, so please let us know you’re happy to send them out to you, or arrange an appointment to collect them. We can’t hold on to them.

I don’t want my item posted out and I can’t visit the branch before the closure date. What should I do?

Please call 0800 096 5416 (overseas +44 150 652 7985) or use Relay UK on 18001 0800 096 5416 quoting the reference Safe Custody 01 to talk about possible solutions to your situation.

If I want to collect my item, can’t I just go into the branch?

To make sure we give you the best possible service, please book an appointment time at least 24 hours before you want to visit.

If I’m coming in to collect my item, do I need to bring anything?

Just remember to bring along your identification with you.

How can I arrange collection of my item(s) if I have moved, or are planning to move to another country?

We’re sorry but we can’t post items to overseas addresses. You can arrange for a third party to collect your item(s) for you. Call the number above and we’ll help you sort this.

To collect your item(s) from a branch

Do I need to phone to book an appointment? Can’t I just go into the branch?

To make sure we give you the best possible service, please book an appointment time at least 24 hours before you want to visit.

When I come in to collect my item do I need to bring anything with me?

Just remember to bring along your identification with you – you’ll find details below.

I can’t visit the branch before the closure date. What should I do?

Please call 0800 096 5416 (overseas +44 150 652 7985) or by Relay UK on 18001 0800 096 5416 quoting the reference Safe Custody 01 to talk about possible solutions to your situation.

How can I arrange collection of my item(s) if I have moved, or are planning to move to another country?

We’re sorry but we can’t post items to overseas addresses. You can arrange for a third party to collect your item(s) for you. Call the number above and we’ll help you sort this.

The identification you need

When you visit the branch, you will need to bring your debit card so we can identify you by Chip and PIN. If you don’t have a debit card, you’ll need to provide proof of identity from the following list:

  • Valid signed UK passport with future expiry date
  • Valid full UK driving licence photocard with future expiry date
  • Valid UK provisional driving licence with future expiry date

If you don’t have one of the above forms of ID, you’ll need to provide one original document from the proof of identity list and one original document from the proof of address list below. It doesn’t matter which documents you choose, but you can’t use the same item to confirm both your identity and address.

Proof of identity

  • Valid, signed EU passport with future expiry date
  • Valid Non-UK/EU passport to be supported by a visa with more than six months left to run
  • Valid Military ID photocard issued by the British Armed Forces with future expiry date
  • Valid EU/EEA National ID photocard with future expiry date
  • Valid full EU/EEA driving licence photocard with future expiry date
  • Valid Biometric Residence Permit - with more than six months left to run
  • Benefits book or original notification letter from the Benefits Agency (including Dept of Work and Pensions) and/or Job Centre Plus confirming your current right to benefits
  • Valid OAP travel pass

Proof of address (this must show your current home address and be the original document)

  • Utility bill from the last six months. Internet access bills are only acceptable if shown with an original introductory supplier letter that is dated within the last six months and matches your name and address (mobile phone bills aren’t acceptable)
  • Council Tax bill or payment book less than 12 months old 
  • A bank, building society or credit card statement less than six months old
  • Mortgage statement less than 12 months old
  • Current local council rent card or tenancy agreement (private tenancy agreements aren’t acceptable)

Safe Custody Service Fees

Boxes / Parcels up to 508mm x 382mm x 305mm £45 including VAT
Boxes / Parcels larger than 508mm x 382mm x 305mm £65 including VAT
Sealed Envelope £25 including VAT
Holding Wills £20 including VAT

These charges are applied yearly between November and January. It will appear on your statement as "CHG" with the corresponding amount listed above.

For further information or to arrange viewing/withdrawing your Safe Custody item, please contact a branch.

NatWest branch locator
Find your nearest branch using our branch locator (opens in a new window).

There is a charge of £10.00 to view an item that is held in Safe Custody. This fee is charged each time the item is viewed.

Please note: 24 hours notice is required for viewing items.

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