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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

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

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.



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!

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.



Status: Duplicate Idea
by Nix 3 weeks ago


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:

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...

Could Natwest offer "Direct Accounts" only for those customers who do not want a branch based account. Competitor examples First Direct and Nationwide.

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!

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...

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!


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?


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:

Show 'Active' Direct Debits

Status: Sorry, we can't do this right now
by LinkTen on ‎19-04-2014 05:56 PM - last edited on ‎22-04-2014 04:05 PM by Community Manager

Currently, your internet banking only shows Direct Debits that have been debited at least once. It does not show 'active' Direct Debits (i.e. have been set-up, but not debited yet).


There is no reason not to show 'active' Direct Debits, and it's a security risk as customers would not be able to identify a fradulent Direct Debit until at least one payment has been taken.


To clarify: Show Direct Debits online as soon as they are set-up, not when the first payment is taken.

Status: Sorry, we can't do this right now
Thanks for your suggestion LinkTen :smileyhappy: I've gone back to our Online Banking Team, and unfortunately this isn't something we can do right now due to system constraints. Online Banking doesn't have a record of/can't see the direct debit until the payment is actually made. We will keep you posted if this changes in the future.

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!

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.


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!

The stock response to this is that I should contact the retailer with whom I have agreed to pay a rolling payment such as a subscription fee. And if the retailer continues to take the payment, I should contact Nat West by telephone. This seems daft to me. I have contacted the retailer. Why should I now have to wait X months to see whether they will take a payment? It would be much simpler and more customer orientated if I could instruct my credit card provider not to make any further payments as I have cancelled my subscription.

Status: Sorry, we can't do this right now
Thanks for your post Smudge :smileyhappy: I’ve spoken with our Credit Card Team and they’ve said this isn’t something Online Banking can do. These types of payments are known as ‘continuous payments’ (, which don’t act the same as DDs/SOs, don’t come with the same protection or guarantee and are set up as Point of Sale (PoS) transactions. These are not recorded in a secure online platform like DD's are, and as such they don’t have the same functionality in Online Banking. So, unfortunately as you say, the only option is to ask the retailer to stop payments or contact us via Telephony.

Has NWB thought about having a card that has a Natwest debit card on one side and a Natwest credit card on the other. It will cut down on the amount of cards that you have to carry, reduce costs, loss cards and potentially fraud.


Stop sending me stuff in the post!

Status: Under Review
by Richard_8 on ‎28-03-2014 02:22 PM

I've just received a LETTER informing me that there is a £6 charge due to a failed scheduled payment. I'm not complaining about the charge, because it was my fault.


Is it really necessary, however, in this day-and-age, to send me this sort of thing ON PAPER?!


I was already aware of the charge because I'd received an email about it, and confirmed it by looking at OLB.


I really don't need to be told twice, Natwest. I am using ONLINE BANKING and have signed up for paperless. Quite apart from the fact that it's cost NatWest some 30p so send this letter, it's a security risk (because the postman will occasionally drop things on the pavement), and it comes so late, I'm left wondering whether this is in addition to, or a repetition of, another charge notification.


Status: Under Review
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