Report Abuse

“Disgusted... but easier than ever to move and so happy...”

written by mp6613 on 04/04/2014

This is a review of the Stafford Business Centre and Natwest Complaints Team.
I have been with Natwest for over thirty years, and have personal, saving and business accounts. I have spent around fifteen years working in banking (including Natwest), and also have accounts with Lloyds, Santander, Nationwide and Britannia (Co-Op).
Natwest used to offer me the best premier accounts, highest saving rates, lowest loans and a very personal service through the same long standing relationship managers.
Gradually, the local ownership and control was lost, especially with the takeover by RBS.
Now, the most common communication from Natwest is the notification of a new relationship manager every few months, and the introduction of a monthly £10 charge on the business account, which in previous years had always been waived due to the very small number of electronic transactions and lack of cash or cheque processing.
I have just complained about paying £70 in fees on an account with around £170 in it.
They could have told me about 'Direct banking' where there is no monthly charge but that isn't managed within the Stafford Business Team and so would effectively be a loss of an account for them. So, my £70 has not been used to give me any advice or even notice of all alternatives within the bank, and costs of running the account must be pence.
The complaints team is like the scene from the start of 'Hot Fuzz'... Would you like to make a complaint, which will then be 'looked at' (for a month or two) just to make sure that legally the bank can avoid any responsibility, before repeating the original decision.
Sound familiar? It's the same attitude, we have seen with the Investment Banking crisis, and the miss-selling of endowments
The good news is that moving a personal account and any direct debits, etc. attached can be completed by your new bank within a week. Both Nationwide and Santander have unique offerings which has meant that my banking service is once again personable, professional, low cost and with much much greater benefits for me: A far more comprehensive low cost 'premier' package (Nationwide), cashback on bills/supermarket spending/petrol (Santander) and up to 3% interest (both).
I haven't needed the personal attention from someone I know because everyone is so helpful, professional and friendly.
In summary, I could not recommend the Stafford Business Team. I have no faith at all in the NatWest complaints team. The products are outdated, relying on people staying put or in my case miss-guided and un-reciprocated loyalty. And if we tolerate it, they won't change... but the silver lining - my eyes have been opened to what is available.