FCA DISP rules
NatWest must handle complaints under DISP with final responses within 8 weeks.
FCA Handbook DISP 1.6
NatWest complaint unresolved?
Ulster Bank / NatWest routing depends on the entity on your account.
Content is for general information only — confirm deadlines with regulators and ombudsmen.
Your rights
Key protections that often apply in this sector. Always check the latest official guidance.
Section 75 protections
NatWest credit card purchases between £100 and £30,000 may be covered by Section 75.
Consumer Credit Act 1974 section 75
APP fraud reimbursement
NatWest must reimburse eligible APP fraud victims under PSR rules.
PSR APP fraud reimbursement rules
Consumer Duty
NatWest must deliver good outcomes for retail customers.
FCA Consumer Duty
Escalation timeline
Typical stages for UK consumer complaints in this sector.
- 1
Formal complaint to NatWest
Use branch, phone, online banking, or post. If your account is under Royal Bank of Scotland or Ulster Bank, use the brand on your documentation. Get a complaint reference.
FCA DISP - 2
Written evidence
Send a clear written complaint with statements, transaction records, and your desired outcome.
- 3
Final response
NatWest must respond within 8 weeks with their decision and FOS information.
Within about 8 weeksFCA DISP 1.6 - 4
Financial Ombudsman Service
Refer within 6 months if unhappy. Free. Binding on NatWest if you accept.
Financial Services and Markets Act 2000
Common issues
Digital banking outages
App crashes, online banking downtime, payment failures, and inability to access accounts during system issues.
Business banking disputes
Loan decisions, account restrictions, and complaints about the quality of business banking support.
Fraud and scam disputes
APP fraud reimbursement refusals, card fraud investigation delays, and account freezes during fraud reviews.
Lending and overdraft complaints
Affordability disputes, overdraft charge complaints, and difficulties renegotiating payment terms.
Account closures
Accounts closed without adequate explanation, frozen funds, and difficulty opening new accounts elsewhere after closure.
Customer service
Branch closures, reduced opening hours, and difficulty reaching specialist teams by phone.
Get your NatWest complaint letter in 60 seconds
Citing FCA Handbook (DISP), Consumer Credit Act 1974 with your specific case details — editable before you send anything.
- Free tier includes your first AI-drafted letter
- No credit card required
Suggestions are for guidance only. Always verify with official sources.
Frequently asked questions
NatWest, RBS, and Ulster Bank — which do I complain to?▼
Use the brand on your account documentation. They are part of the same group but complaints are handled by the entity that holds your account.
Business banking complaints?▼
Micro-enterprises and small businesses may be eligible for FOS. Check the current definitions on the FOS website. Larger businesses may need to use the courts or the Business Banking Resolution Service.
Digital banking outage complaints?▼
If a NatWest app or online banking outage caused you financial loss (missed payments, late fees, inability to access funds), raise a formal complaint with evidence of the loss.
Loan decision disputes?▼
If you believe NatWest made an unfair lending decision or failed to properly assess affordability, raise a complaint. Keep any affordability documentation you were given.
Is FOS free?▼
Yes. Free for consumers.
How much can FOS award?▼
Up to the current limit — check FOS website.
Can I complain about old issues?▼
FOS time limits apply. Generally 6 months from final response and within 6 years of the event. Check current FOS rules.
What evidence do I need?▼
Statements, contracts, correspondence, app screenshots showing outages, and notes from conversations.
Related pages
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