NatWest Business Banking | Contact us - how to complain

How to complain

All the information you need on our complaints process

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Ways to complain

WebChat

Click here Monday-Friday 8am-5pm to chat to our business complaints team

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Online

Our online form enables you to email your complaint direct to a complaint handler

Online form

If you prefer, you can call us, or send your complaint in a letter to us at: Business Complaints Team, 5th Floor, 8 Brindley Place, Birmingham B1 2TZ, or you can complain in person at your local branch.

What to expect next

How long will it take?

We aim to resolve your complaint straight away. However if we've not been able to do so within one week, we'll write to tell you:

 

  • Why we've not yet resolved your complaint
  • Who is dealing with your complaint
  • When we'll contact you again

 

We'll usually resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer. We'll contact you regularly until your complaint has been resolved.

What information do we need from you?

To help us investigate and resolve your complaint, please provide the following:

 

  • Your name and address
  • Your account details and what it relates to
  • When your issue occurred
  • A description of your complaint
  • How you have been affected by this
  • A contact number, email address, and a convenient time to contact you

Why we need this information

This will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint.

Your contact details will help us to get in touch if we need to discuss your complaint or require further information.

(Please note - our calls may appear as 'private', 'unknown' or 'withheld' on certain handsets)

Existing complaint?

Looking for an update on an existing complaint?

 

If you have previously raised a complaint, please refer to the contact details provided to you in the text, email or letter you have received from us.

 

If there is still additional information you need to give us or request from us, you can contact us using our online form. Just use the 'existing complaint' drop down options when filling in the form, and our team will get back to you:

 

Existing complaint form

Unhappy with your complaint outcome?

If for some reason we haven't been able to resolve your complaint within eight weeks, or you're not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.

 

If you receive a final response letter from us and you want to contact the Financial Ombudsman Service, you'll need to do this within 6 months of receiving our letter.

 

You can contact the service by writing to:

 

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

 

You can also phone them on 0800 023 4 567 or 0300 123 9 123

 

Visit the Financial Ombudsman Service's website

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