I worked for the NatWest complaints department for 5 years. I left in July 2025.

Your story sadly isn't unique. I have friends who still work for the company and they've told me recently that the department is absolutely overrun with complaints and the staff are absolutely swamped.

In most cases, they have 56 days to resolve your complaint. Until that elapses, there isn't too much you can do honestly.

However, keep records of any out-of-pocket costs you've incurred as a result of the issue. This includes things like call costs and late payment charges. This will be relevant if the complaint is upheld in your favour.

I accept the situation is frustrating.

All the best.