Part of our NatWest — Complete Guide 2026 hub.
NatWest offers several ways to get in touch — phone, in-app messaging, and branch visits. The right route depends on the urgency and type of your query. Here’s every contact number and method, plus how to escalate a complaint if needed.
NatWest Contact Numbers
| Query Type | Number | Notes |
|---|---|---|
| Personal banking (general) | 03457 888 444 | Main line — use for most queries |
| Lost or stolen card | 03457 888 444 | Select card option; freeze in app instantly |
| Fraud and scams | 03457 888 444 | Select fraud option; available 24/7 |
| Mortgages | 0800 096 9527 | Check NatWest website for current hours |
| Bereavement team | 03457 888 444 | Ask for bereavement services |
| Minicom/textphone | 0800 404 6161 | For customers with hearing impairments |
All 0345 numbers are charged at the same rate as local UK calls and are included in most mobile contracts’ free minutes.
NatWest App — In-App Messaging
For non-urgent queries, the NatWest app’s messaging feature lets you contact the support team without calling. It’s available 24/7 and typically receives a response within a few hours during business hours.
To access it:
- Open the NatWest app
- Tap Help or the chat icon
- Use the virtual assistant for quick answers, or escalate to a human agent
The in-app chat is suitable for questions about statements, direct debits, account queries, and general banking. For urgent issues like fraud or card emergencies, always call.
Reporting Fraud to NatWest
If you think your account has been compromised or you’ve been the victim of a scam:
- Freeze your card immediately — open the NatWest app, go to Manage card, and toggle the card off. This is instant and reversible.
- Call 03457 888 444 and select the fraud option — this team is available 24/7
- Change your online banking password via the app or website
For card-not-present fraud (someone using your details online), freezing your physical card may not stop further transactions. Contact NatWest immediately so they can block the card number entirely and issue a replacement.
For APP scams (where you were tricked into authorising a transfer), report it as soon as possible. Banks are now required to reimburse most victims of authorised push payment fraud under rules introduced by the Payment Systems Regulator in 2024 — NatWest will investigate your case.
To report a suspicious text, forward it to 7726 (free on all UK networks). For suspicious emails, forward to NatWest’s phishing team if they have a dedicated address — check the NatWest website.
Visiting a NatWest Branch
For complex matters — such as opening a business account, dealing with a bereavement, or handling power of attorney — a branch visit is often the most efficient route. NatWest has an extensive UK branch network, though branch numbers have reduced in recent years.
Use the branch locator on the NatWest website to find your nearest open branch and its opening hours before travelling, as hours vary significantly by location.
How to Make a Formal Complaint
If you’re unhappy with any aspect of NatWest’s service:
Step 1 — Contact NatWest directly
Call 03457 888 444, send an in-app message, or write to NatWest Customer Relations. Explain your complaint clearly and what outcome you’re seeking. NatWest is required to send a final response within 8 weeks.
Step 2 — Financial Ombudsman Service (FOS)
If NatWest’s response doesn’t resolve your complaint, or 8 weeks have passed without a final response, you can escalate for free to the Financial Ombudsman Service:
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567 (free from UK landlines and mobiles)
- The FOS is independent and its decisions are binding on banks
You must complain to NatWest first before going to the FOS — they won’t accept a case until the bank has had a chance to resolve it.