Frequently asked questions

Some of your frequently asked questions.

About your card

Chip & PIN

Card security code

Possible problems

Statements

Interest charges, billing & payments

About your card

Where can I use my NatWest card?

You can use your NatWest MasterCard or Visa card anywhere there is a MasterCard or Visa sign. Our cards are welcome at 30 million outlets worldwide, including 900,000 in the UK.

You can use your NatWest card to pay for almost all your authorised business expenses, including buying goods and services, as well as for travel and entertainment

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Can I use my NatWest card for cash withdrawals?

Yes, provided your organisation has authorised you to do so. If authorised you will be able to take cash out from ATMs anywhere in the world displaying the MasterCard, Cirrus (for MasterCards), or Visa sign. You may also withdraw cash over the counter in banks. Handling charges will apply.

This facility is set up when your card account is opened, but can be changed at any time for any cardholder if your organisation contacts us with appropriate authorisation.

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How much cash can I take out?

Subject to available credit, and if you have been authorised to withdraw cash by your organisation, you can withdraw up to £500 per card per day with a Business Card, Business Charge Card, Company Card or onecard. Up to £1000 per day per card is available with Corporate or Purchasing Cards. Handling charges will apply.

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Can I use my NatWest card online, by telephone or for mail order purchases?

Yes, subject to authorisation from your organisation. But if using your card over the internet, always check that the site you are buying from is secure before proceeding.

  • Do not enter your card details into an email as it may be intercepted.
  • A secure website address should begin with https, not http.
  • Secure sites use security systems such as SSL or SET. Always accept if the site gives you the option of using a secure checkout.
  • Use a secure browser. Many browsers such as Microsoft ® Internet Explorer will show a closed padlock midway along the bottom of the browser screen to indicate a secure page.
  • Some web sites state if you're entering a secure area.

Whenever you use your NatWest card on the internet, by telephone or by mail order, our guarantee covers you against the fraudulent misuse of your NatWest card, providing you have not given permission for someone else to use your card, or been grossly negligent.

If you think a card has been used fraudulently, please contact us right away and inform your Card Administrator if you have one. We will investigate the problem immediately and if we believe fraud may have occurred we will cancel your existing card immediately, and arrange for a new one to be reissued to you as soon as possible. If any unauthorised transactions appear on your account we will suspend them for you while we investigate. How to contact us

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What protection do you offer against fraud on the internet?

NatWest Secure provides added protection against the unauthorised use of a NatWest Card when making purchases on the Internet at participating suppliers. Registration is free. Simply use the link below and follow the onscreen instructions. If the supplier has signed up to the NatWest Secure scheme, you will be asked for part of your password for each online transaction you make with that supplier. When purchasing online, the supplier may also ask you for your Card Security Code. Find out more about NatWest Secure.

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Chip & PIN

What is a PIN and what's it used for?

A Personal Identification Number (PIN) is issued to each cardholder to enable them to:

  • identify themselves by entering their PIN (instead of a signature) when making purchases in shops where the Chip and PIN facility is available,
  • withdraw cash from any ATM displaying the VISA sign (for Visa cardholders) or the MasterCard or Cirrus sign (for MasterCard holders).

Some companies may choose not to allow access to cash from ATMs for their cardholders.

In order to prevent fraud and theft, you should never disclose your PIN number or keep a record of it with your card.

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When will I get a new Chip and PIN card?

Before your existing card expires, we'll send you a new Chip and PIN card. Once you receive your new card, please sign it and check the valid from date before you destroy your current card.

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Will I still be able to use my existing card until I receive my new Chip and PIN card?

Yes. You should continue to use your existing card as normal until you receive your new Chip and PIN card. Once you've received your new card, sign it immediately and check the valid from date before destroying your old card. Your new card will arrive before your existing card is due to expire.

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Will I be able to use my Chip and PIN card if the retailer hasn't installed the new keypads, for example outside the UK?

Yes. You'll still be able to use your card as before by signing your name. Eventually, other countries will adopt the Chip and PIN system and use a PIN as the standard way to authorise card payments.

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What do I do if I forget my PIN?

Contact us and we'll write to you with your PIN.

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What happens if I enter the wrong PIN?

You have three attempts to enter your PIN correctly. If you enter the wrong PIN three times in a row, even if you go to three separate shops for each attempt, your card will be 'locked'. If your card becomes 'locked' keep hold of it and then contact us right away.

Can I change my PIN?

Yes. You can change your PIN to a number you find easier to remember by visiting any NatWest, Royal Bank of Scotland, Ulster Bank, Coutts or Tesco Personal Finance branded cash machine in the UK once you have received your new Chip and PIN card.

Remember, if you do change your PIN, avoid numbers that may be possible for someone else to guess. For instance, your year of birth, four identical numbers or simple sequences like 1234. The important thing is to choose a PIN that you feel comfortable with and one you find easy to remember.

At the moment you can't change your PIN at cash machines outside the UK.

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Will I get a different PIN with my replacement card?

If you've requested a replacement card because your old one was damaged, it will have the same PIN as your old card. Similarly, if your card is reissued because it's expired, it will have the same PIN as before.

If your previous card was reported lost or stolen you will be issued with a new PIN. This should arrive approximately 3 days before your new card.

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What happens if I can't use a PIN?

If you can't remember or enter a PIN, please contact us right away and we'll try and help you.

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What do I do if I think someone knows my PIN?

There's no increased risk of fraud while your card is still in your possession, but you should change your PIN at a NatWest, Royal Bank of Scotland, Tesco Personal Finance, Coutts or Ulster Bank ATM as soon as possible.

If you are concerned that your card may have been used fraudulently, please contact us immediately so that we can monitor your account for fraudulent activity.

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Do I use my PIN for telephone, mail order or internet purchases?

No. You never use your PIN to confirm these purchases.

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Card security code

What is a Card Security Code?

Your Card Security Code is the last 3 digits on the signature strip on the reverse of all NatWest cards, and forms part of an additional verification service offered to suppliers to help combat fraud where you're not making your purchase face to face. For example, when you purchase by telephone or over the Internet.

This information, together with statement address details, may be checked during authorisation in order to confirm you have possession of the card itself.

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Why is the supplier asking for the Card Security Code and statement address?

The Card Security Code and statement address provides the supplier with added information when deciding whether to accept your card as payment for the purchase when you are not present.

If the Card Security Code and statement address that you provide do not match our records, the supplier may decline to accept the card.

Do not quote your Card Security Code unless asked for by a supplier for a non face to face transaction. NatWest may use the Card Security Code as part of the verification process when you contact us by telephone.

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What do I do if I can't read the Card Security Code?

Contact us and we will arrange for a replacement card to be issued to you.

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Can I change the Card Security Code?

No. The Card Security Code cannot be changed. When you are issued with a new card you may also have a different Card Security Code.

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Possible problems

What happens if I think my card has been used fraudulently?

Please contact us straight away and inform your Card Administrator if you have one. We'll investigate the problem immediately and if we believe fraud may have occurred we'll cancel your existing card and arrange for a new one to be reissued to you as soon as possible.

If any unauthorised transactions appear on your account we'll suspend them for you while we investigate. Providing you haven't given permission for someone else to use your card, or been grossly negligent, you won't have to pay for transactions that you didn't make.

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What do I do if my card is lost or stolen?

If you are in the UK - call us straight away on 0870 6000 459 (24 hours a day, 7 days a week). Your existing card will be cancelled immediately and a replacement will be reissued to you.

If you are abroad - call us straight away on +44 1423 700 545. If required, a temporary replacement card can be delivered to you within 24 hours (a £75 charge will be made).

Minicomusers please call 01702 607 645.

Calls may be recorded.

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My card is damaged, how do I get a replacement?

Contact us and we will arrange for a replacement to be issued to you.

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How long does it take to get a card replaced?

It usually takes 7-10 days for your replacement card to arrive by post. Replacement cards can be couriered in an emergency (a charge for the courier will apply).

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How long before I can start using my account?

As soon as your cardholders have received their cards you will be able to start using your account. This will usually be 10-12 working days after we receive your application.

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How do I contact NatWest?

Business Card, Business Charge Card, Company Card and onecard customers please call 0870 909 3701.

Corporate Card, Purchasing Card and Lodge customers please call 0870 909 3702.

Lines are open from 8am - 6pm Monday - Friday, and from 9am - 1pm on Saturdays. Calls may be recorded.

If you would like to write to us, our address is:

NatWest Bank
Commercial Cards Division
Credit Card Operations
PO Box 5747
Southend-on-Sea
SS1 9AJ

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Statements

How often are statements issued?

Statements are issued on a monthly basis and show a breakdown of the card transactions carried out during the month. If a cardholder doesn't use their card account during the statement period, a statement for that cardholder won't be issued.

If you want, you can choose to view your statements online.

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What information is included on statements?

Statements will show the following information as a minimum: transaction date, name of supplier, transaction amount. The foreign currency amount and any handling charges will also be shown if applicable.

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How do foreign transactions appear on statements?

They appear on the statement in the transaction amount column as the converted sterling amount, including any charges. The foreign currency used as well as the amount of that currency and any handling charges is provided in the description column.

Exchange rates are determined by the Bank at the prevailing rate on the date the amount is debited to your card account.

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What happens if I don't recognise something on my statement?

Check to see if you have a copy of the Sales Voucher that the transaction relates to. If you can't find the Sales Voucher and still feel that the transaction wasn't approved by you, please contact us right away.

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Can I view my account and statement online?

Yes, account information and a copy of your statement can be viewed online by registering with Cards OnLine. If you have a Business Card, Business Charge Card or a Company Card, you can register now.

Corporate Card, Purchasing Card and Lodge customers should call 0870 909 3702.

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Interest charges, billing & payments

Is interest charged every month?

If you are using one of our charge card accounts, for example Corporate, Purchasing, Company or Business Charge Card the balance should be settled in full each month. If you do this no interest will be charged to your account. If you miss your payment date a fee may be charged to your account, and interest will be charged on the overdue balance on a daily basis until the outstanding payment is cleared.

However, if you have our Business Card or onecard, and chose the credit card facility, you may opt to pay the minimum payment or any amount between the minimum payment and the full balance. If you choose to carry a balance from one month to the next we will apply the current interest rate to the balance carried forward. If you choose to pay your balance in full each month then no interest is charged.

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How will I be billed?

Depending on your card product there are two ways of billing your organisation:

  • Centralised Billing - Balances for all cardholders are detailed on a monthly summary statement. This balance is settled by your organisation with a single payment made to NatWest. Cardholder statements can be provided to your organisation and to the cardholders if required.
  • Individual Billing - Each cardholder receives their detailed monthly statement and is responsible for settling their own account balance.

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How can I pay?

We recommend payment by Direct Debit. However, for onecards, Business Charge cards, Company Cards, Corporate Cards, Purchasing Cards and Lodge Accounts we also accept cheques and payments via telephone or internet banking.

If your statement has a bank giro payment section at the bottom, you can also use this to pay at a bank branch. Some banks may make a charge for this service.

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What happens if I miss my payment date?

If you miss your payment date a fee may be charged to your account, and interest will be charged on the overdue balance on a daily basis until the outstanding payment is cleared.

If you continue to miss payment dates your account may be suspended and legal action may be taken to recover the outstanding amount.

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Who is liable for card spending?

Although your card is embossed with your name, the account itself is in the name of the organisation. You are not personally liable and your personal credit status is not affected.

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