Natwest... the insensitive bank..

Einst

SevenOfNine said:

My mum died in Nov, I found NatWest the WORST bank to deal with as far as bereavement goes, & I've dealt previously over the years with Lloyds, Santander, Barclays & Nationwide.

On-line notification wasn't fit for purpose, & then I was bounced between bereavement team & branch. It was just distressing when it shouldn't have been when all I was trying to get done was freeze the a/c, NOT access money.

I decided I'd formally complain & not bother with Nat West any further. They did handle my complaint promptly, paid £200 into mum's a/c & sent me a lovely hamper, very apologetic.

I was given a personal bereavement person but had decided they could temporarily shove my mum's £20k+. I paid all funeral expenses etc until I had probate & then just told them to hand all her money over.

If this had been in the earlier months of the pandemic, I'd have been more understanding, but they'd had more than long enough to get a workable process underway!

I found every other company were helpful, and transactions went though without any issue.
we are only talking a few hundred quid, yet they are treating me like Pablo Escobar.

SevenOfNine

Einst said:

SevenOfNine said:

My mum died in Nov, I found NatWest the WORST bank to deal with as far as bereavement goes, & I've dealt previously over the years with Lloyds, Santander, Barclays & Nationwide.

On-line notification wasn't fit for purpose, & then I was bounced between bereavement team & branch. It was just distressing when it shouldn't have been when all I was trying to get done was freeze the a/c, NOT access money.

I decided I'd formally complain & not bother with Nat West any further. They did handle my complaint promptly, paid £200 into mum's a/c & sent me a lovely hamper, very apologetic.

I was given a personal bereavement person but had decided they could temporarily shove my mum's £20k+. I paid all funeral expenses etc until I had probate & then just told them to hand all her money over.

If this had been in the earlier months of the pandemic, I'd have been more understanding, but they'd had more than long enough to get a workable process underway!

I found every other company were helpful, and transactions went though without any issue.
we are only talking a few hundred quid, yet they are treating me like Pablo Escobar.

My condolences for your loss.

When the formal complaints woman rang me, I was very clear it wasn't about compensation, they MUST get their process working smoothly for bereaved people, clearly £200 & a hamper (with delivery I reckon its value was about £80) was 'job done' to NatWest - no improvements made to their 'procedure'.

I feel sorry for any bereaved person who has to deal with them. Security & checks do need to be stringent, but not inefficient!

brewerdave

Not just Natwest - Lloyds were a nightmare to deal with after my mother's death - having "frozen" the account ,they still allowed S.Os and D.Ds to go out - then sent a letter to my mother marked " A.Bloggs deceased" to warn her that she was in danger of being overdrawn!!

Einst

Had a response from Natwest, regarding the complaint.
Partially upheld 1 of the issues, and the other I will be able to sort out anyway.
Accepted the decision, and compensation of £100 Amazon vouchers.
Shame it had to go as far as a complaint though, and they have taken a few things on board regarding the upheld complaint.

SevenOfNine

brewerdave said:

Not just Natwest - Lloyds were a nightmare to deal with after my mother's death - having "frozen" the account ,they still allowed S.Os and D.Ds to go out - then sent a letter to my mother marked " A.Bloggs deceased" to warn her that she was in danger of being overdrawn!!

OMG that's outrageous!  I wish these places wouldn't ONLY splash the cash & actually FIX the things they're getting very wrong.

If anything should work smoothly, it's bereavement notification.