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How to leave us feedback

Customer surveys

At NatWest we are passionate about ensuring that you receive great customer service and your feedback helps us to continuously make improvements.

We routinely contact our customers to understand how we are doing. You may be contacted by email or telephone for your feedback on the service we provide:

Our email surveys are sent from CustomerVoice@insights.natwest.com or CustomerVoice@insight.natwest.com. We include your partial postcode in the email as an additional security measure. We have appointed two research partners to help us, Maritz CX and FACTs International.

We have designed our surveys to be as short and as simple as possible. We will only ask for your views on our service. We will never ask you for your personal finances or bank details.

Following the survey, a member of our team may follow-up with you to understand your feedback in more detail or to resolve any outstanding issues you may have. You can let us know in the survey whether or not this would be ok.

There are other ways you can give us feedback

Compliments

If you've received outstanding customer service in one of our branches, over the telephone or through our WebChat and Social Media Channels, we'd love to know. Share your good feedback and give recognition to the member of staff through our Compliments form.

Complaints

At NatWest we do everything we can to make sure you receive the best possible service. However, sometimes we don't get things right. When this happens please let us know and we will ensure that we fully investigate your complaint and do everything we can to put things right. Whichever way you contact us we'll start investigating straight away.

If you need to tell us what's gone wrong, find out the ways to get in touch on our Complaints page.