[PDF] Our commitment to you - NatWest

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Customer ServicesYour account has been designed with you in mind,which is why it’s important that you talk to us –about where we’re getting it right and just asimportantly, where we could do better.Our commitment to youIn each and every aspect of our service we arecommitted to:■ providing financial services which meet your needs;■ giving value for money;■ delivering the best possible service;■ resolving complaints speedily and without fuss.Customer Service ReviewWe can help to make sure that your money is workingas hard as possible, with a review that:■ is free and easy to organise at a time that suits you;■ helps you make the most of your money;■ either covers all our products or concentrates onone, depending on your needs.Give your branch a call to arrange an appointment.You can find the number of your branch on yourstatement or by visiting our website.Moving your accountIf you wish to transfer your current account to us wewill tell you:■ how the process for transferring your account willwork and where responsibility will lie for each stepin the process;■ what information your old financial institution willpass to us;■ what features you will be offered with the newaccount so that you can compare your new accountfeatures with your old account;■ how long the transfer is likely to take.If you choose to move your account to another bankor building society, we will co-operate with them andgive them information about the regular paymentsfrom your account within three business days, so thatthe transfer is made as efficiently as possible. We willclose your account without undue delay when you askus to do so.We will provide you with what you need to operatethe account within 10 business days of approvingyour application.30
Dormant AccountsIf you do not use your account for some time,we may make your account dormant to protectagainst fraud. Your money with us will always remainyour property, no matter how many years pass. Youcan access any money in your account by contactingus directly or via the British Bankers’Associationdormant account schemes at www.bba.org.ukBranch ClosuresIf we plan to close, move or significantly reduce theopening hours of your branch, we will tell you at least12 weeks beforehand. We will also tell you how we willcontinue to provide banking services to you, includingyour nearest branch and free cash machine services.Account ClosuresOccasionally, we stop providing certain types ofaccount because we have developed others thatprovide a better service. If we have to close youraccount for this reason, we will let you know at least30 days beforehand.If we have to close your account for other operationalreasons, we will write to inform you of the appropriatedetails.Your feedback countsMany of the features we have added over recent yearsare a direct result of customer feedback.If you have a suggestion to make, fill out a feedbackleaflet, available at our branches. Alternatively,provide your feedback online at www.natwest.comvia the “feedback” links. You may also receivea questionnaire by post, asking what you think of ourservice. If so, please take a few minutes to completeand return it.31
Page 1: Our commitment to you
Page 7 and 8: Cheques made out to one party can b
Page 12 and 13: In addition to paying bycash, chequ
Page 16 and 17: Managing your money,some points to
Page 18: Example 2:You write a cheque in cir
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Page 25 and 26: telephone. Please note, we will nev
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Page 35 and 36: Additional extrasWe can also offer
Page 37 and 38: GlossaryBelow, we explain some of t
Page 39 and 40: Useful numbersCustomer Service Revi

[PDF] Our commitment to you - NatWest

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