Frequently asked questions for customers affected by the sale
To help you understand what the sale means in more detail, please use the questions and answers on this page and the ‘Got a question?’ search tool.
Remember, there will be no immediate change. You are still a NatWest customer and do not need to take any action at this time.
Personal & Private Banking
General
Q.
Why is the branch sale happening?
A.
The European Commission requires us to sell part of our UK banking business as a result of the state aid we received in 2009.
Q.
When will the sale happen?
A.
We’re currently in discussions to agree a new plan with the European Commission and the Treasury. We’ve already done a lot of the hard work preparing the business for sale. We'll keep you informed as we progress with our plans.
Q.
What is included as part of the branch sale?
A.
The sale will include NatWest branches in Scotland and RBS branches in England and Wales. In addition, it will include Personal and Private Banking accounts, certain accounts held by Business and Commercial customers attached to these branches and certain accounts held by customers of NatWest and RBS Direct banking business. In addition, certain mid-corporate customers across the UK will also be included in the sale.
Q.
What happens next?
A.
We'll keep you informed and give you plenty of notice if there are any changes that affect you. And you can still use our branches and our products and services just as you do at the moment.
Q.
What do I need to do?
A.
There's no need to do anything. We'll keep you informed and give you plenty of notice if there are any changes that affect you.
Q.
What does this mean for my personal or business account?
A.
There's no change to your account(s)and you can continue to use our products and services just as you do at the moment.
Q.
How will the service I receive be affected?
A.
You'll continue to receive the same service. It's very much business as usual.
Q.
How do I know where my account is based?
A.
Please refer to your account statement, this will detail the address where your account is based.
Q.
How do I know if my branch is included in the sale?
A.
To find out if your branch is included in the sale, please refer to the Branch Sale Checker
Q.
Can I still use my branch?
A.
Yes, you can still use our branches, and our products and services, just as you do at the moment.
Q.
Will this affect any of my account details, direct debits, standing orders?
A.
There's no change. Your account(s) will continue to run as normal. We'll keep you informed and give you plenty of notice if there are any changes that affect you.
Q.
I have an account at a branch in Scotland, and an account at a branch in England or Wales. What will happen to my accounts?
A.
There'll be no change for the time being and you can continue to use both accounts.
Q.
Will there be a change to the products and services that are currently offered to me?
A.
At this time, all of our current products and services are available. We'll keep you informed and let you know in advance if there are any changes that will affect you.
Q.
Who can I contact for more information?
A.
Please speak to your regular contact at the bank, visit your branch or call our dedicated Branch Sale helpline on 0800 210 0213 (Customers with hearing and speech impairments can contact us by Minicom number 0800 404 6161). Calls may be recorded. We'll be happy to help.
Q.
How can I make a complaint?
A.
If you have a complaint, please refer to the NatWest complaints process
Q.
What will happen to the products offered by other RBS Group companies?
A.
There’ll be no changes. RBS Group will continue to provide its customers with other products and services. All products currently provided will continue to be available to all our customers. If any changes are required, we’ll provide plenty of notice and support.
Business, Commercial & Corporate Banking
General
Q.
Why is the branch sale happening?
A.
The European Commission requires us to sell part of our UK banking business as a result of the state aid we received in 2009.
Q.
When will the sale happen?
A.
We’re currently in discussions to agree a new plan with the European Commission and the Treasury. We’ve already done a lot of the hard work preparing the business for sale. We'll keep you informed as we progress with our plans.
Q.
What is included as part of the branch sale?
A.
The sale will include NatWest branches in Scotland and RBS branches in England and Wales. In addition, it will include Personal and Private Banking accounts, certain accounts held by Business and Commercial customers attached to these branches and certain accounts held by customers of NatWest and RBS Direct banking business. In addition, certain mid-corporate customers across the UK will also be included in the sale.
Q.
What happens next?
A.
We'll keep you informed and give you plenty of notice if there are any changes that affect you. And you can still use our branches and our products and services just as you do at the moment.
Q.
What do I need to do?
A.
There's no need to do anything. We'll keep you informed and give you plenty of notice if there are any changes that affect you.
Q.
What does this mean for my personal or business account?
A.
There's no change to your account(s)and you can continue to use our products and services just as you do at the moment.
Q.
How will the service I receive be affected?
A.
You'll continue to receive the same service. It's very much business as usual.
Q.
How do I know where my account is based?
A.
Please refer to your account statement, this will detail the address where your account is based.
Q.
How do I know if my branch is included in the sale?
A.
To find out if your branch is included in the sale, please refer to the Branch Sale Checker
Q.
Can I still use my branch?
A.
Yes, you can still use our branches, and our products and services, just as you do at the moment.
Q.
Will this affect any of my account details, direct debits, standing orders?
A.
There's no change. Your account(s) will continue to run as normal. We'll keep you informed and give you plenty of notice if there are any changes that affect you.
Q.
I have an account at a branch in Scotland, and an account at a branch in England or Wales. What will happen to my accounts?
A.
There'll be no change for the time being and you can continue to use both accounts.
Q.
Will there be a change to the products and services that are currently offered to me?
A.
At this time, all of our current products and services are available. We'll keep you informed and let you know in advance if there are any changes that will affect you.
Q.
Who can I contact for more information?
A.
Please speak to your regular contact at the bank, visit your branch or call our dedicated Branch Sale helpline on 0800 210 0213. Calls may be recorded. We'll be happy to help.
Q.
How can I make a complaint?
A.
If you have a complaint, please refer to the NatWest complaints process
Q.
What will happen to the products offered by other RBS Group companies?
A.
There’ll be no changes. RBS Group will continue to provide its customers with other products and services. All products currently provided will continue to be available to all our customers. If any changes are required, we’ll provide plenty of notice and support.
Frequently Asked Questions
For further information about the sale, please click here
Got a question?
Get in touch
Call 0800 210 0213 (Minicom 0800 404 6161)
Calls may be recorded.
Opening hours: 8am to 8pm Monday to Friday and
10am to 4pm weekends and Bank Holidays.