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Make a complaint online

 

We are sorry that you are unhappy with our products or services. Letting us know means we can record your complaint and work with you to understand what’s happened and how we can put things right.

You can complete our online complaint form and we will contact you by email, phone or post to resolve your complaint.

 

Online complaint form

 

This form is designed to capture your complaint as quickly and as easily as possible and will be passed directly to our complaints team to investigate your issue and try to put things right.

There are some key pieces of information we need in order to do this – please fill in the following fields to submit your complaint. Please note all fields marked with * must be completed.

This is a secure form and will be passed directly to our complaints team

 

Firstly, please tell us about the account that your complaint relates to and the nature of the problem you have had:

Don’t worry if you’re unsure which option to choose – select the option you think is closest to your complaint and some further options will appear below.

What is your complaint about?

Please describe your issue and provide us with information on when this happened and how you have been affected so that we can accurately understand your complaint and investigate how we can put things right for you.

Checking you're real

We need to make sure you’re a real person. Read or listen to the 5 digit code and enter it in the box below.
Captcha code required.

Thank you for your email

Your complaint has been received


Your complaint has been recorded on our system and we aim to resolve it as quickly as possible.

This may involve calling you so its important to tell you that our calls may display as 'Unknown', 'Private' or 'Withheld' on certain handsets so we will send you a text where ever possible to let you know that we are trying to reach you.

We'll also try to reach you by email if you have provided us with accurate email address details. Please also check your junk email folder as emails may fall directly into here instead of your inbox.

Regulations allow us up to 56 days to resolve customer complaints but we hope to do this much quicker and will keep you informed of our progress.

If we haven't already resolved your complaint or if your contact is regarding an Existing Complaint we will contact you again no later than 10 working days from receipt of this email with details of your complaint reference number and how we intend to keep you informed about the progress of our investigation

If you need to contact us in the meantime please email:

Customer.Relations@natwest.com