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Feedback and complaints

We know things can sometimes go wrong. That's why your feedback is so important to us. It helps us fix problems quickly and fairly.

Addressing complaints

Handling complaints helps us get better results for you and makes sure we meet the rules set by the Financial Conduct Authority (FCA).

You can make a complaint online, through your mobile app, by phone, in writing or in person. If things get complicated, one of our complaint specialists will step in. You can refer to the Financial Ombudsman Service, an independent review body, if we haven't resolved your complaint within certain timescales. Our NatWest Group Board oversees complaints.

We're committed to making things better by addressing the real issues. We regularly train our team to ensure you have a great experience with us.

Further information

The Financial Conduct Authority publishes industry wide results every six months.

The Financial Ombudsman Service also publishes information on complaint referrals.