[PDF] Our commitment to you - NatWest

We will usually sort out most complaints within twoweeks. We will contact you regularly until yourcomplaint has been resolved.If your complaint is particularly complex, it may takelonger to resolve. If, together, we cannot reach anagreement by the end of eight weeks, we will:■ send you a letter giving our reasons for the delayand an indication of when we expect to provide aresolution; or■ refer your complaint to our Customer Relations Unit– they will issue the Bank’s final response letter,which will explain our final position. You will alsoreceive a leaflet explaining your referral rights tothe Financial Ombudsman Service, which isdiscussed later.If you are unhappy with the way we aredealing with your complaintWe are committed to resolving your complaint fairlyand quickly. In most cases this can be done if youcontact us as soon as possible. We will try to resolveyour complaint by listening to your concerns andagreeing a solution with you.Our aim is to resolve your complaint as quickly aspossible and to your complete satisfaction. If you’renot satisfied with our action or explanation, themember of staff dealing with your complaint will behappy to discuss your concerns further.However, if you remain unhappy, you can ask foryour complaint to be reviewed at a higher level withinthe Bank. Our Customer Relations Unit will reviewyour complaint and will aim to give you a full responsewithin two weeks. If their investigation is likely totake longer, they will keep you fully informed oftheir progress.You can write to the Customer Relations Manager atthe address shown below. Please quote your accountnumber, branch sort code, details of your complaintand what you would like us to do to resolve matters.Customer Relations ManagerNatWestFREEPOST NAT 12685London WD6 1BROr telephone 0800 015 4212 (If you have speech orhearing difficulties and are a Minicom user, you cancall us on 0800 917 0527). If you are calling fromoverseas, please dial +44 (20) 7649 9315.33