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New Idea

I am writing to tell you of a particular frustrastion which I am sure you could easily resolve.

I have never understood why I have to go all around the website to find the fixed rate ISA rates being applied to my various accounts. Surely, as you get with other providers, that information could be detailed in the acount detail option? Fixed rate ISAs are a particular problem, as not included on the interest rate sheet/window along with cash ISAs.

I just think your system knows what kind of account it is, when it was opened and what rate is being applied so it should be very easy to include this what ever the savings account in the account detail for the customer. Save a rather circuitous trail by us to find out. It is just too difficult and frustrating. Time to catch up with other providers I think. Thank you

Status: Coming Soon
There needs to be an easier way of notifying credit card services about travel plans. If you have no plans to improve the current service by, for example, making an option to notify online or allowing us to email then the staff you currently have need further training. The first time I called I didn't have my card on me and was told to call back later. The second time I called I was told I couldn't be spoken to because my wife, the main account holder, wasn't present. Completely ridiculous considering I have my own card and regularly access the internet banking service.

Status: Under Review

Real Time Debit transaction

Status: Duplicate Idea
by kanyarat on ‎27-07-2014 09:37 PM

Hi, i have raised this issue more than once, as i feel that the real time transaction should be re-instated, in this day of age, we should be able to know what's going on in our bank account, imagine we have made a purchase, wait for another day or 2 for the debit transaction to complete, what's if that transaction went wrong and we as a customer would like to find out what/where and when the money gone out.


Status: Duplicate Idea
You can track the status of this similar idea over here: Feel free to give it a thumbs up to give it some support or add your comments in.

Real-time transactions????

Status: Under Review
by emma2014 on ‎25-06-2014 01:08 PM

Hi Natwest, I have a really straightforward question:


when are real time transactions going to be re-instated???


If we had never had this functionality, then fair enough, but having had it and then it being removed, feels like a huge step backwards in customer service.


When real time transactions were in place, I understand (from your previous responses) that you were receiving a large number of calls from customers who queried their balance, hence the change in functionality.


I would be really interested in understanding how many calls you now receive from customers querying which transactions are making up the difference between the headline balance and the available funds? Have you just moved the number of calls from one set of customers to another??

Status: Under Review

Payee reference editable for each payment

Status: We're looking into this, but need more time
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: We're looking into this, but need more time
Thanks for your feedback on this Davss, it certainly is a very popular idea at the moment. After speaking with our Online Banking Team, I can tell you that this is something we have in the pipeline. However, it's a big project, so we don't have a timescale available to share at the moment. Who else thinks this is a great suggestion? Give it some Kudos and we'll see if we can hurry it forward!

Single Point of Contact for COA

Status: Under Review
by sll on ‎10-07-2014 08:52 AM

I'm an RBS employee within Change Management.


I recently moved house, called NatWest to update all my addresses, they would only update my current account and not my credit card account.  Result is I haven't got around to changing my credit card address.  This process may be convenient for NWB but it is bad for the customer and leaves them to do our legwork. We should be providing customers with single point of contact for simple requests like COA.

Status: Under Review

I find it quite frustrating to be timed out of the system when I've been inactive. There are many reasons for wanting to have a page open online and not wanting access to be timed out e.g. checking through historical transactions against previously downloaded statements which requires access to say excel and your online system. I fully understand and respect the need for security and traditionally time outs have been used to protect customer data. Perhaps there is a way that customers could be enabled to keep data active without being timed out and without having to refreshing the data. Could a hold button be provided to retain an active session at the customers request? A message could be flashed up warning the customer of the risks etc.

Status: Duplicate Idea

Thanks for your suggestion @Alec124 We've already got a similar idea over here (, so you can track its status and feel free to give it a thumbs up :smileyhappy:

When I look at online banking all I can see is 'NOTEMACHINE 01MAR' that doesn't tell me anything. If I made a few cash withdrawals at different places I want to know which one is which.




01MAR Nationwide Chelmsford

03MAR Natwest Gatwick

Status: Coming Soon
Hi missvictoria, This is a great idea, thanks for your feedback. It sounds really useful, so we’d like to take this forward, and it is something we have in the pipeline for statements in the future. We’ll keep you posted on any further developments. What does everyone else think? Pop some Kudos on if you think it would be useful for you too...

Statements for closed accounts

Status: Under Review
by amdsimpson on ‎03-07-2014 03:09 PM

Having recently closed an account, I now can't get any of the electronic statement for it online - even the final statemnet showing account closure and final interest payments for tax purposes.


Would be really useful if statements fior closed accounts stayed available online for a while after account closure, especially if you still use other Natwest Products.


Status: Under Review

As I get older the delay before the online banking times out seems to be getting shorter.


Is it possible to put a tick box on each page that will reset the timeout delay, in the way that navigating away from a page does?


If this is not possible, then perhaps the period left before timing out could be displayed.


Or perhaps the computer could beep when only 30 seconds remain.


Having to log in two or three times in the same session is not my favourite pastime, nor incidentally is finding an American spell checker on a British bank website.

Status: We're looking into this, but need more time
Great suggestion lagopus :smileyhappy: This is a new idea, so let's see how much Kudos it gets from you guys, and then we can see how popular it is to take it forward!

Online Banking - Payee Payment ref

Status: Duplicate Idea
by Hilltopgir1 on ‎01-04-2014 10:30 AM

When making a payment could there be a field where a payment  reference could be entered - such as the invoice number?


Currently using the Ref field on the Payee screen.....

Status: Duplicate Idea
You can track the status of this similar idea over here:

Packaged Account Options - Mix & Match

Status: New Idea
by J_Taylor on ‎23-06-2014 06:35 PM

Would it be psosible for customers to choose their own packaged account? Maybe called "Select Combine".


Customers might not always want travel insurance but want mobile phone cover.


This way the package is more aligned to the customer and are more likely to hold onto the account package for longer.


Loyalty Bonus for Existing Customers

Status: We're looking into this, but need more time
by RG ‎19-03-2014 04:50 PM - edited ‎20-06-2014 08:37 PM

Are you considering any new savings products that would offer higher rates to existing customers?

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

In March 2013 we launched our Savings Promises to our cash ISA customers and plan to do the same by the end of the year for the remainder of our savers.  With these promises we commit to:


  • Not having teaser rates to get customers to start saving with us & thereforewill not use introductory bonuses where the rates then drop sharply after this period
  • Having a simple product range & with cash ISAs, simply have one instant access variable rate product and our fixed rate cash ISAs
  • Making sure that existing customers don't get lower rates than new customers & therefore any future bonuses we do offer will only be available to existing customers. 
  • Helping the next generate save & we have recently launched our new children's account First Saver.

So whilst we can't confirm any specific products and rates at the moment, we can confirm that any we do offer will be targeted to our existing customers who save with us!

When paying in at automated machines with cash  / cheque it would be good for the system to be able to email a copy of the receipt with copies of the cheques rather than printing them on paper that could be lost. This could be stored and sent as a PDF and held by the customer.


It would be great that on-line banking could even hold a "receipt store" linked to their accounts. 


How joined up would that be!

On my partners Barclays mobile app he can generate a security code via his mobile app rather than using his card reader. can Natwest look at this as I have about 5 card readers in various locations and they are never where I need to use one! very frustrating.

Status: We're looking into this, but need more time
Thanks for your suggestion Rubyraesmum :smileyhappy: It sounds really useful and I know a few of our customers on here share your frustrations over the card readers. I've spoken to our Online Security Team and this is a project that we are currently looking into. Will post an update up once we have a time scale in place for this. What does everyone else think of this idea? Give it some Kudos if you'd like it too...

New sidebar popup - very annoying

Status: Accepted
by ruthcumbria on ‎29-03-2014 01:32 PM - last edited on ‎16-04-2014 03:28 PM by Community Manager

Please can you stop the new sidebar thing that keeps popping up to the right of my screen when I access my account. Thank you. It's very distracting and not 'helpful banking'.

Status: Accepted
Thanks for your comments ruthcumbria :smileyhappy: We’ve modified the help panel in online banking so once you've clicked close, it won’t pop up again on the page you’re viewing – hope this helps!

App - Secure messaging

Status: We're looking into this, but need more time
by Pete_the_Blue on ‎07-05-2014 03:52 PM - last edited on ‎12-05-2014 10:49 AM by Community Manager

With another bank I hold an account with I am able to send them secure messages on-lime regarding my account.  The reply isn't instant and I expect to wait 24-48 for a response. 

Something like this would be great on NatWest and even better if it was available through the App.

You would be able to ask a question relating to things such as an unrecognisd tranaction on your account etc. 

Status: We're looking into this, but need more time
Thanks for the post Pete :smileyhappy: This is something our Mobile Team are looking into at the moment. It's quite a large project though, and will need to go through lots of testing, so we have no time frames available to share right now. Keep checking back for more info!

Correspondence area in Online Banking

Status: We're looking into this, but need more time
by mecho_greco on ‎10-03-2014 01:27 PM - last edited on ‎19-05-2014 04:37 PM by Community Manager

Have available through the online banking facility all the formal correspondence letters that the bank posting to its customers. For example, loan application responses, overdraft confirmation letters and anything else that the bank wants to communicate through post. The size of the documents is really insignificant nowadays if saved in pdf format, but that should reduce volume of calls of customers requesting copies of old letters or confirmation letters.



Status: Duplicate Idea
by Nix on ‎01-07-2014 05:06 PM - last edited on ‎30-07-2014 11:08 AM by Community Manager


I would quite like an alert to tell me when some money has been credited to my personal banking account. I think this would prevent so many people accessing the app on payday.

Status: Duplicate Idea
Thanks for your post @Nix, you can track the status of this similar idea over here: Feel free to add your comments and give it a thumbs up :smileyhappy:

Notification When Account is Credited

Status: We're looking into this, but need more time
by simbuck00 on ‎26-03-2014 11:47 AM - last edited on ‎16-04-2014 03:29 PM by Community Manager

Is it possible to be notified via email, app or text when money is paid into my account? Some sort of 'you have funds' type notification. I know that security concerns probably wouldn't allow the actual amount to be mentioned but maybe the person/company paying the money could be.  

Status: We're looking into this, but need more time
Great idea simbuck00, our Mobile Team really like this one :smileyhappy: As Richard_8 says you can set up text alerts through Online Banking, but it would be good to see this on the app too! We'd have to look at implementing Push technology to the app, so we'll take some time to research this further and let you know what’s possible. Will keep you updated!
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