Having been a customer of NATWEST for some 40 years before it became NWI, I am appalled by the poor service offered by the latter. Telephone calls go unanswered, as do e mails and letters. One is left with the impression that they are either indifferent to customer needs or just incompetent. Even their complaints service appears to be overwhelmed - but maybe that's not surprising. 

We had to fly to Jersey branch to deal with life savings, as no replies over 15 calls holding in total over 6 hours - held one attempt for one and a half hours! Face to face employee was excellent. Thereafter bank reneged on exchange rate agreed in writing and signed within branch - in their favour. Absolute silence from Manager. after two letters of complaint. Very bad service. Complaint obviously ongoing

Completely useless! Requested a call back 3 times, nobody called. Did it again someone called but it was a robot and waited 42 minutes for someone to answer and nobody took the call so had to give up! Will take my money to another bank!

Nothing to add to the other comments. I have been waiting to speak to somebody for half an hour and still listening to horrible canned music. Dont employ enough staff and dont care about customers

Terrible service, waiting time 20 minutes on the phone after multiple attempts all day long and when finally I got to speak with someone and provided all the personal details they weren`t able to help phone and been advised to write a ltter. I don`t understand how even if provided all the details needed for a simple action I am not able to get helped after losing half of my day..

Natwest International are the most useless pathetic bank ever. Put your cash in there at your own peril. They have no interest in helping you and put every conceivable thing in place so you never get your own money back without paying for the privilege to do so. This is banking at its very worst so beware.

The worst bank I have ever dealt with anywhere in the world

How can they possibly be allowed to have systems that can crash for so long? It seems like they have been extremely slow to realise the size of the issue and have reacted really slowly to correct the problem. Additionally they have managed the communication in an apalling manner. They haven't told us what the problem is or why it is taking them so long to fix it or when it is likely to be fixed. As soon as I can get at my money I'm leaving!

I am highly disappointed by the lack of help offered when we returned to the UK after over 15 years banking with NatWest offshore. They made mistakes following written instructions (sending one debit card, not one for the wife even though we both signed the letter and asked for cards).

When they don't understand they stop rather than asking for clarification. UK branches can't see many details on the account and so can't help. The worst is that transferring the account to a local NatWest branch involves opening a new account and closing that account. Our money has been inaccessible for a week now.

Strengths don't come to my mind at the moment, but there were no bank fees. Service used to be better before it became part of RBS group.

This has got to be one of the most disfunctional companies I have ever had the misfortune to do business with. It's not that the right hand doesn't know what the left hand is doing, I'm not even sure that the right hand knows there even is a left hand. In addition to which they really do need to train their telephone staff better. They are very rude, and if they have question beyond their experience, pretty much useless. And to think they sank A Ton of UK taxpayer cash into these clowns to keep them afloat..... amazing.

Have been using NatWest Offshore as my primary bank while living in the UK for a year with no major issues. My relationship manager is responsive, international outgoing wire transfers (which can be sent online) go through quickly (credited at a recipient bank as quickly as 30 minutes, once), and my debit card makes spending and withdrawing cash in the UK as easy as banking onshore. Opening the account was painless (although having a referral probably helped). My only issue has been a poor foreign currency conversion rate on one transfer, after which I switched to sending my remittances in Sterling, and the rest went through with no further issues. I recommend Natwest Offshore to those who qualify.

The service has gone down over the last 20 years, the customer service is anything but a service, with rude and unhelpful persons on the phone. On the other hand I have had the most pleasant persons on the security desk.
Transfering money into a UK account is now impossible with short notice and I am now getting problems depositing money from outside the UK.
Natwest is still the best British bank.

NatWest Offshore Banking offers excellent free service that other banks charge for as I'm offshore customer living in UK and abroad.