My son turned 18 in April and been trying for months to access his child trust fund, numerous forms sent and now latest letter received they cannot process due to online address check being unsuccessful and want certification fom a professional or for him to pay for a post office verification, he already has a bank account with another bank so why are they making it so difficult, so glad we didn't add extra in this account, anyone reading this if your child trust funds with NatWest don't add funds place it in a account that they can get to when they come of age, reading through looks like my son is not the only one having this problem.

They couldn’t even get my name right! They are addressing my middle name as surname. I need to call so many times n travel to post office several times to get certified copy to show my name! I dunno how they assume I hv changed my name! They blamed the govt for getting the name wrong ????????‍♀️. Looking at the review, looks like I won’t get the money any sooner. I am going to write a formal complaint n post in necessary media about this! Every time you call, they add on more things for me to prove my name otherwise they won’t release the funds! Never again never!

NatWest are clearly committing something by not allowing legitimate account holders to access these funds. More fool the parents who have been topping up these accounts for 18 years . Terrible investments and withholding funds. Boycott NatWest.

Digital only currency & praying on children. Moral & cashless society.

First of all, screw the online portal you will get nowhere with it. Phone up the natwest child trust fund department and request a letter application, here's how I got my money in 1 month. After being untrue to and mislead by those over the phone, I eventually received my letter application. You don't need to sign up to anything, you just need to fill out the form. Here's what I was told and later found out I was misled to about: 1. The first letter application you get sent does not include a prepaid return letter, you'll need to pay for postage 2. You cannot send your birth certificate to them for approval, despite being told I could 3. If you are in Scotland, like myself, you can use your youngscot card as verification, alongside a list of other national IDs Trust what is written on the letter application, not what the misinformed people are saying over the phone. Now, let's move onto how you can actually get your money. I'm assuming most people want to completely withdraw from the bank and so I will focus on that side of things. You will receive a letter with some papers inside, read them and fill out section 1 (I believe it's called) for complete withdrawal. Miss out the partial withdraw section and fill out the third section with your signature etc. Now for ID. What they want is for you to get a photocopy of your ID. I got my youngscot card photocopied at my old school and had my old teacher sign it off. His name, occupation, that this was a genuine copy of the original, his work address and contact information. This is probably the easiest method to get it signed off but that may differ person to person. You get that photocopy and bank statement letter and send it with the documents you signed back to the address stated. Then you wait. If you fill something out wrong they will let you know, if not they will send you a reunification letter (or whatever its called) to get the money. Your bank statement and copy will be returned too. The reunification letter I belive is generic for all funds, hence why it may contain some unnecessary information. I signed the bottom of the letter off stating that I was the holder of the child trust fund, my signature etc. And sent that back. Luckily it did come with a prepaid letter. If you make a mistake they will also include a prepaid letter. After this happened I waited 2 weeks and received 2 letters. One stating I never sent the reunification letter back, which I did, and the other stating that the money was in my bank - which it was! An extra note: If you have changed your name, gender marker, have divorced parents, moved out of the country and back - you will have issues. My friend's parents divorced and so he changed his lay name and the child trust fund process got way harder, he had to send in proof of the name change, court documents etc. The moral of the story is do not for the love of God trust Natwest. The people on the phone are not informing you correctly and everything is unnecessarily complex.

This is terrible, I didn’t realise how difficult it would be to get MY money! I turned 18 last year In AUGUST and got all my ID approved in the same month so I thought WOW that was quick surely it won’t take too much longer! well now we are 2023 MARCH and I am still uploading documents onto the portal because they haven’t been received!! this is a nightmare ecpecially for a 18 year old to be dealing with, it’s not suitable and it’s stressful!! I thought it was just me but after reading all these reviews I can see it wasn’t, something needs to be sorted but clearly all these rubbish reviews aren’t working. honestly very disappointing for people who need this money Or get exited when they turn 18, but trust me if you are using this service you won’t receive the money until you are long gone 19. DISGUSTING

Like others we have been trying a YEAR to get to get my daughter's money!! There is no email address. The online portal does not work. The only way to make contact by phone which is the worst customer service experience I've ever known. We're a single parent family - this money would be so useful for my daughter and it's actually become a real monkey on our backs trying to get it. I don't think she is ever going to get this money. Friends of mine who don't need the money as much as us have given up trying. Calling is pointless. It takes two hours to be answered, then my daughter has been told she has 'failed security' with no reason given. We've been transferred and cut off multiple times. It's incredibly stressful. We have sent multiple forms of ID, all verified and had them refused. They refused to send further forms for her to claim and told her to 'write them a letter asking for them to send the forms'!! She did this a month ago. Nothing has been received. I have made complaints previously and received a letter saying THEY are satisfied they have dealt with my complaint - with nothing done and no progress made. I have worked in banking customer service myself and cannot believe this is actually legal. I resent having to leave one star. I want my daughter to have her money.

Well- where shall I start?, what can I say! Daughter turned 18 in 2022, we would like to move the funds to a current account - should be simple - right? Wrong! Trying to register on the online portal has not worked- because the page 'refreshed' before completing the process, but we still received an email saying the portal account has been created and we could now log in- how can we log in if we never completed the password creation option? Tried to register daughter's email- no luck either. Cannot do password forgotten option because it says 'email provisioned' & password prohibited. Contacted online chatbot! You get to leave a message with the expectation of a reply within 1 business day for 'customer support', then if you don't respond to that reply because you didn't see it in time- you have to start all over again. Contacted RBS investments by phone, explained in-depth, my daughter was with me on the call. Told us we would get an email to be able to reset the password etc---- still no email 4 days later. Left a message over the weekend, got a response today asking for the following o Your full name o Your email address o Your telephone number o Account number: o Exact date of online issue: o Exact time of issue: o Device: PC / Tablet / Smart Phone o Software: Windows / Android / iOS, etc. o Web Browser: Google Chrome / Internet Explorer / Microsoft Edge, etc. o Action trying to complete: o Description of the issue: Please detail, in full, any error messages or codes which appear / which browser version you are using Are they kidding me! I think they are just hoping people will give up- but that's not going to happen - it's our/my daughter's money, we paid in for 18years. Now I shall proceed the old fashion way- letter by post as there is no email to send a message, but you do have an option to send a secure message via your ' portal account' - which obviously wouldn't be a problem if you could access your account! I think it might be time for a complaint enquiry to the financial ombudsman service because this appalling service by RBS Investments does not appear to have improved - after reading all the reviews on here going back several years!

Submitted the certified I.D documents online for my son's child trust fund, only to be advised he had failed a money laundering check...just turned 18 2 months ago!!! The telephone advice changes every call and whatever instructions you are asked to follow are deemed incorrect by the time you contact them again. You don't find out until you chase it up. The website is shockingly poor. Every second screen has a "command error" once you click submit with correct details. The whole process has been a farce from start to finish...we aren't finished yet as still don't have the funds in my son's bank. I've asked for a complaint form or I will contact the financial ombudsman. I got my next door neighbours payment released to him by sending a copy of his birth certificate and bank statement as proof of address. Different broker but clearly not as useless as NatWest are. NatWest act like they are paying out millions with their identity and false checks but it's only a 3 figure amount.

I have been unable to access the online portal since I turned 18 last April and I have had to go through the difficult process of doing it through the post and I STILL haven’t received anything. This is absolutely ridiculous. The phone service is terrible, takes an hour just a to get through to someone for them to do nothing.

My son uploaded his documents on the portal on the 28/12/2022 checked the portal the day after his balance said zero I phone them and ask why they said they have withdrawn the money amd will be put in his bank if 5 working days let us see if this happens so can not yet give a rating

It seems that every effort is made to make the process of accessing your money as difficult as possible. I cannot believe that Natwest has not been held accountable for their disgraceful practices. Three months later and my son still cannot get HIS money. He has given up trying. Shameful.

Sent in documents and they wouldn't exept them as the certification was on the back of the the proof of identity and not the front but if you put it on the front your writing over the actual document the adviser was as helpful as a chocolate fire gaurd!!! DO NOT PUT YOUR CHILD MONEY IN THIER HANDS OR YOU WILL REFRET IT!!!

I cannot believe this bank operates the way it does. It's IT system is a complete nonsense. I have tried for over a year to register and my son who has since turned 18 has tried on several occasions. Fund transfer forms that were supposed to be sent out on his birthday (because he cannot register) have still not arrived (4 weeks ago), his investment has lost another 1,000 pounds and is way less than I have contributed over the past 18 years so the quicker he gets it out the better. I found out last night I could upload documents if my son simply signed and dated some paperwork to say he is wishing to cash-in his fund and transfer his money to his personal account (along with the other ID forms). Why were we not informed of this 4 weeks ago? The lad I spoke to yesterday has raised a ticket with IT so hopefully this can be resolved in the next few days.

The Natwest CTF is a joke!! I am just glad we did not make additional contributions to this account. Over 18 years they have lost money for my son. It says that the accounts are managed by professionals!! Professionals in what? Certainly not investment banking. My dog would have done better. Shame on you Natwest.

Broken website, broken system, numerous calls to fix my account yet it wont be fixed, they are practically steeling my money

My son did not get a return and you have made money out of money for Uni. You are a disgrace and so is this government.