Nat West stressful to deal with!

SevenOfNine

Thank you badger09. So many things to sort out & now I've got my finances organised to cover everything independently of Nat West, I'll crack on regardless & they can do whatever they like. 

The experience with them is so different to a few years ago with Barclays, Lloyds & Santander, it shocked me. 

SevenOfNine

Update:  My formal complaint was upheld & NatWest finally stepped up to the mark.  Very helpful conversation with Caroline from the Bereavement Team & Beth from the Complaints Team. 

Their bereavement line is not customer friendly, recorded message saying "don't stay on hold, we're very busy". The branch was not helpful at all. Their portal for advising of bereavement isn't fit for purpose (as previous poster pointed out). A question is asked about whether the probate is being applied for (or words to that effect). My response to that was yes, but their system does not recognise that though probate isn't required for less than the NatWest limit for releasing the deceased's funds, that doesn't mean probate is not required. 

By answering accurately, the system 'assumes' the estate is over their limit & sends you off down a path were the death cert AND the probate grant are required.  So now you're on a lengthy unnecessary path.

So, if you are blocked at every turn from dealing with a human who knows what must be done, if the NatWest hold monies UNDER their limit for release, probate answer is NO, even when it should truthfully be yes (my mother has a property to be sold).

Apologies have been accepted & NatWest recognise I hit too many brick walls. My answer to the question of "what would I like to happen now" was simply for the things that went wrong for me, don't happen to others. Not everyone can find their own funding elsewhere to pay for all the things from the get go, they add up quickly even before actual funeral costs.

Their response somewhat surprised me, £250 & a hamper.  As appreciated as that is (the money can go in the charity pot), I'm hoping they can get it right for others. 

Savvy_Sue

I may not be able to word this right, but I agree with you, I really hope they can get it right for others, and improve the systems they want people to use. And I hope that by doing this, it will help you feel you've achieved something (even something you shouldn't have had to achieve), and that it will help you in your grieving. 

badger09

@SevenOfNine

Great result. And hopefully NatWest will improve their processes.