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New Idea

I make lots of online transactions to friends and family paying them for various things.  I want to put the reference in as I make the transaction, rather than have to go through the time-consuming process of changing the payee details in order to put in a useful reference.  So, in database terms - is it possible to make the reference field attached to the transaction, rather than attached to the payee?

NatWest Your Points

Status: New Idea
by StewSpecc a week ago

I've redeemed most of my Your Points from my credit card, but there is a small balance left. How about the small Balances that are left on lots of Your Points accounts are collected together by Nat West and given to the charities the bank supports?

Several customers have already posted this very same idea, but their ideas have been marked as "Solved!", even though they haven't been solved, because the individuals have been provided with details of their nearest coin-counting machine, with the promise that "we are working on [the ability to add this criterion to the branch locator]". The idea still hasn't been implemented, and yet superficially your stats look good because the ideas have been marked as solved. All that has been done in each case is that an individual has been provided with the solution to their own personal problem -- you haven't implemented the (universally useful) idea as stated. I already know the location of my nearest coin-counting machine (which is far from my nearest NatWest branch with a note/cheque machine). What I want (like the previous idea-havers) is for your branch locator to allow customers to search specifically for branches with coin-counting machines and not just for branches with machines that allow notes and cheques to be paid in (and might possibly also allow coin-counting). This doesn't seem to be such a huge technical chore.


So, this idea is for NatWest's online branch locator to allow customers to search specifically for branches that have coin-counting machines. It shouldn't be markes as "Solved!" until this precise facility has been implemented.



You might say I have a resourceful child but he recently was able to get into my bank account from the family PC. It's almost funny except 4 weeks later and with hundreds of pounds transferred from my account it's not funny at all. 


He did it from just the contents of my handbag. All he had to do was follow the instructions to get into my online banking (which I don't use because I prefer the APP) and enter a few details like the address (which he knew becuase he lives here too!). There was not a single scrap of information that wasn't either on my bank card or cheque book he needed. 


I'm pretty appalled there wasn't at least one question that he wouldn't have known the answer to or at the very least a text or email notification that the forgotten password had been used. 


My idea therefore is to make it harder for people to get immediately into your bank account if they have the contents of your handbag and know where you live (which is also on numerous letters in my handbag). 


Here's some ideas:


1. If someone tries the forgotten password option send a text message and email to at least notify me that someone has done this (that way I would know on the day and not 4 weeks later during which time he could have done it lots more times)

2. Ask for a simple questions response like where I went to promary school or the name of my first teacher. Neither of these are in my handbag.

3. Give users the option to disable the 'forgot my password' option if they choose more security. That way those that care about security might choose only to access by via telephone banking. 

4. Please give higher security options to people who request them. Right now it's a one stop shop but if your security has already been compromised there's no option other than to remove online banking all together. 


You pride yourselves on security being the top priority but then compromise it when someone forgets their password and you let them go through a 5 min process to regain access. If a 9 year old can get really it is just too easy. 








Status: We're looking into this, but need more time

Thanks for the feedback @Planetloulou In light of your recent situation and a recent Which? report which highlighted a similar issue, we will be reviewing the ‘Forgotten Password’ steps for customer as a priority, and look at putting a control in place to prevent fraudulent re-registrations. We'll keep you all updated from our Security & Authentication Team on any developments.

Allow online PIN card reminders

Status: New Idea
by Rooty111 on ‎31-08-2015 09:06 AM

I don't use my credit card very often and I have forgotten my PIN (my fault I grant you).


I find it somewhat archaic that I have to wait for a letter to be sent in 3-5 working days.


I also have a Virgin card and through their online portal I can ask to see my PIN. They forward me a one use only passcode to my registered phone number which only lasts for five minutes. By inputting this I can then view my PIN online. Given this requires me to login to a secure portal using a username, online PIN and password before then being sent the one time passcode this appears to me to be very secure and much more efficient.


Many thanks



Transaction List in Pay

Status: Under Review
by sambusby on ‎15-07-2015 09:21 AM

Currently the transaction list in Pay will only support the last payment made on an iPhone. I know that other banks and card providers (such as American Express) support all transactions in the Pay transaction list.


The benefit of this is the device would receive push notifications for every purchase on the account meaning it would be a lot easier to stay on top of your purchases. It also means that any Pay purchases made on the Watch would show up in the transaction list too.


Please support this feature, you guys are already amazing at embracing new technology and this would be the cherry on top of an already delicious sundae!

Status: Under Review

Allow App Users to tell Natwest if Overseas

Status: New Idea
by RobFrain on ‎11-08-2015 11:35 AM

Is it possible to set up the app so that if you know you are going to be overseas or on Holiday you can alert Natwest to this via the app?

Surely it would just be a simple dropdown box like it is on the website version??

Add a name to an Apple Pay Card

Status: New Idea
by SamVine on ‎30-07-2015 10:30 AM

I have two Natwest accounts (personal and joint) and both have the same card type - e.g. purple... when these cards are added to apple pay (yippeeeee)... they both look the same... the only way of differentiating them is the last four digits - which I can never remember.... (this makes it really difficult when trying to hide my mcdonalnds breakfast from my wife)....  Be really good to be able to add a nickname to a card...  

Why do I need 4 usernames and passwords to access my online banking, my Cashback plus account, my Natwest rewards and even this user forum? It's very frustrating to keep having to remember different usernames and passwords and keep logging in and then relogging back to online banking.

Please do everyone a favour and make all these resources accessible from the online banking portal under the same username / password......please...

Often the same people are paid regularly. When you set up a beneficiary you have to put in some detail- ref as to what you are paying ie inv 1234. this stays with the beneficiary details- so whenever you pay them, you cant chane to eg inv 1255-


Could this be made possible- without having to use the card reader each time





Push Notifications of Payment

Status: Under Review
by nathanpf on ‎11-05-2015 10:59 AM

I think it would be incredibly useful to have push notifications built into the iOS app that informs you of payments being paid into your account. 


Due to privacy (which I'm not too bothered about), maybe just a simple notification to say a payment has arrived. Not including details of who from or how much.

Status: Under Review

This is currently under review by the mobile team, but its something that will have quite a lengthy lead time, so if they decide to do it, it may not be for some time. Keep checking on here though and I'll make sure you're updated.




I would find the following EXTREMELY helpful!


Please add a field to the Direct Debits section in online banking that allows a customer to write a small note (maybe 50 characters or less) explaining what the direct debit is for or in relation to.


Many DD payments are registered with obscure references or under the name of a 3rd party company who deal with the financial side of a product from an entirely different company.  e.g. You buy insurance from company A and the direct debit that is subsequently setup appears to be being paid to company B.  This leaves you confused as to what your Direct Debits payments are actually for!!

This is a simple request to allow us to enter an invoice number at the time of making a payment.  


We do not want to go to another page and 'amend payee details'.


We simply want to enter an invoice number at the payment stage.  This is what barclays and HSBC and most other banks allow users to do.


Below are two images.  


Image 1 is a screen print of how barclays do it.

Image 2 is a screen print of Natwest can do it.


Image 1 



Image 2 



Please note this is not a request to amend payee reference details but a specific request to allow us to enter invoice numbers to assist businesses reconcile payments to invoice numbers


Thank you  

Status: We're looking into this, but need more time

I've fed this back to the Online Banking team, and they are aware that there are more improvements to make to the payments process, however eliminating the card reader was just one of the first small steps. The larger improvements to the payments process will take much longer to complete, but rest assured - they are being worked on.


We will be tracking and reporting the feedback to the team, to help it's prioritisation on the development list, so feel free to add your votes and comments Smiley Happy

It would be very useful if there were the facility to change the "Payee Reference" field for an extant payee, as the same payee may well have a different reference for each invoice submitted. Just a thought.

Status: Can you give us more information?

Thanks for posting @davidcaellis. You can amend a payee reference in Online Banking, by following the steps on this page. Is the functionality you're looking for different to this? Or do you mean editing the payee reference for incoming payments rather than your outgoing payments?

Remove fixed-width styles

Status: Coming Soon
by Sonic on ‎30-01-2015 11:03 AM

The fixed-widths on the current design is absolutely horrific and makes things very awkward to look at across the entire site on a larger screen and makes the statements almost unuseable.


E.g. on my 1920x1200 screen the statement box is 533px wide, with the rest of the content having a fixed-width of 971px... This means only half the page is actually being used, and with it being left-aligned it looks rediculous. When you scroll down on a statement you just have a narrow box using 1/4 of the width of the page.


On a 27" imac screen the resolution is 2560x1400 meaning that the entire width of the page would only fill appox 1/3 of the screen with the rest being a nasty brown-colour and the statement would fill only 1/5 of the page.... that's completely crazy in the 21st centrury!


Ideally you should have a responsive design that changes the display, position and size of the content based upon the size of the browser that the user is viewing the page in... that's what the rest of the internet is trying to work towards.


That, or have a scalable design with percentages so that the content size scales to the user screen more effectively.


In its current state the new design is a massive step back in terms of usability because of this and i think id actually prefer to use paper statements again!

Status: Coming Soon

Thanks for the suggestion @Sonic Our Online Banking team have taken on board all the comments around this, and it's planned into one of the releases later this year so it will be fixed. We'll keep you posted on any firmer dates through the Community & Ideas Bank Smiley Happy

Support for Apple Pay?

Status: This is Live!
by BenWoodford ‎10-09-2014 10:25 AM - edited ‎10-09-2014 10:28 AM

Seeing as this was just announced yesterday, I imagine it's not been discussed internally in large amounts yet. But seeing as it seems the banks need to support the payment system for you to be able to add your card to Passbook, I'd really like to see Natwest do it. And as it uses TouchID, can we please not have the £20 max spend when using Apple Pay as it's more secure than contactless cards?


It may well be supported out of the box because of VISA with no work from Natwest needed, but best put the idea through sooner rather than later.

Status: This is Live!

Smiley Very Happy You can now add your NatWest Credit Cards and Debit Cards to your iPhone 6, iPhone 6 Plus and Apple Watch and pay with them in stores and in apps using Apple Pay. As well as being able to add your NatWest Credit Cards and Debit Cards to your iPad Air 2 or iPad mini 3 and pay within apps using Apple Pay. Read more about this feature and join in the conversation in this thread about Apple Pay!

Payee reference editable for each payment

Status: This is Live!
by davss on ‎02-04-2014 11:45 AM - last edited on ‎19-05-2014 02:21 PM by Community Manager

I have a payee that make periodical payments to and it's very time consuming to have to go to payee in order to change reference each time I make payment. It should be an editable field during payment allowing you for example to put a new invoice number that changed.

Status: This is Live!

We're really pleased to announce that this is now live in Online Banking! We've had lots of feedback from you about wanting to be able to change a payment reference without needing to use a card reader.

So can amend the payee reference in the 'Payments & Transfers' area, whenever you need to - without the card reader Smiley Very Happy


You can see more about this announcement here, and we'd love to hear your feedback and thoughts Smiley Happy

In this internet age the concept of 'statements' is obsolete. Why does NatWest feel the need to send me irritating emails every month telling me that a non-existing 'statement' is avaialble. I can visit the Natwest on-line banking site to view my account activity any time I wish.

Please provide a way to stop these emails.

Status: This is Live!

Mobile App Ideas Bank

Status: New Idea
by avengers47 on ‎21-07-2015 01:46 PM - last edited on ‎22-07-2015 02:27 PM by Community Manager

hi there

i think itd be a great idea if the mobile apps had somewhwere you could put suggestions for something you might like to be added on there , in know it has a contact us section in more at the bottom of the app but i think some customers would like the facilty to comment on things on the actual app itself , i dnt know wether its a viable idea but id like it :-)

Status: New Idea

Cool idea @avengers47! I've just popped this suggestion in our Ideas Bank area. We'd love to take Ideas Bank into the Mobile App, so people can offer suggestions on the move Smiley Happy We'll check with the Mobile Team and see if this is something they can look into.

As a long time user of both the iPhone and iPad app, I'd like to suggest some small tweaks that would much improve the user experience of these apps.


One of, if not the most common use of the mobile apps is to quickly look up the balance of your accounts.


Currently, the list of accounts screen has so much information on it and not much of a hierarchy that it makes it harder to see your balances at a glance, especially when you have multiple accounts.


I'd say the 2 most important pieces of information for each account are:


  • Account name / unique identifier
  • Account balance

Currently, it's the account type that is  given the greatest prominence, but if you have more than one current or savings account, this isn't of much use to identify an account.


See this screenshot of the current iPad app:


The words "CURRENT ACCOUNT" or "SAVINGS ACCOUNT" are not helpful to me in identifying which account I'm looking at. It's the names of each account that are helpful, but these are small and get lost amongst all the other information listed. (Note: I added the numbers before each account name so that the accounts are at least listed in my preferred order.)


I have mocked up an alternative layout for listing the information for each account:



Simply by having the account name and balance next to each other and removing a bit of the contrast from the other less important information, it becomes much easier to glance through the balances for each account.


Here's what I've changed:


  • Made the account name the stand out identifier for each account, rather than the account type.
  • Reduced the contrast for the secondary pieces of information so that the primary info (name & balance), stand out more and are easier to scan through.
  • Removed the ALL CAPS from the account type label to stop it fighting for attention over the account name.
  • Moved the account number and sort code to the bottom, as these are arguably the least important pieces of info in a mobile app. But still useful to refer to.
  • Formatted the sort code with dashes as this is the format we're used to seeing sort codes in, and it improves the clarity of it next to the account number.

It would be great if you could consider these improvements for both the iPhone and iPad apps. 


Please note: I have significantly changed account numbers and balances in both screenshots, they do not reflect my actual details.

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